Industry: Telecommunication/ISP
Location: New York, NY
Salary: $90K~$110K
Visa Sponsor: Yes
Language: English: Business Level, Japanese: Business Level
Detail: Job Description Overview:
Ensure defects, issues and tickets are managed efficiently and systematically so product quality is maintained, risks are minimized, and releases stay on schedule.
Continuous and always acknowledge and highlight opportunities for (continuous) improvements in the way we work, how we communicate, how our tools work, how our products and services are defined / work / perceived.
Contribute to an open and inclusive environment where we support each other in the team, our colleagues, our customers and partners.
Roles/Responsibilities:
1. Defect Lifecycle Management
Own the end-to-end defect process (logging → triage → prioritization → resolution → closure).
Ensure defects are clearly documented and reproducible.
Monitor defect aging and resolution timelines.
2. Triage & Prioritization
Lead or facilitate defect triage meetings.
Classify defects by severity and priority.
Align defect prioritization with business impact and release goals.
3. Reporting & Metrics
Track defect trends (open vs. closed, severity distribution, leakage rates).
Provide dashboards and quality reports to stakeholders.
Highlight risks and recommend corrective actions.
4. Cross-Functional Coordination
Collaborate with QA, development, product, and operations teams.
Escalate critical defects that threaten release timelines.
Ensure accountability for defect resolution.
5. Process Improvement
Identify recurring defect patterns.
Recommend preventive actions (root cause analysis, process changes).
Improve testing and quality practices over time.
Soft Skills:
Excellent written and oral communication skills.
Ability to work effectively in a fast-paced and ambiguous environment with strong judgment.
Proven people, problem-solving, innovation, analysis, collaboration, and escalation management skills.
Proactive approach to problem-solving, including gap analysis and implementation of corrective action plans.
Preferred Experience:
Ability to balance quality, scope and timelines
Strong understanding of SDLC and QA processes
Analytical mindset with attention to detail
Excellent communication skills, both written and verbal, can explain technical concepts to non-technical audiences.
Strong problem-solving and analytical skills, with the ability to systematically analyze complex issues and identify root causes.
Customer-focused mindset with a dedication to delivering high-quality support and exceeding customer expectations.
Ability to work independently and collaboratively in a fast-paced environment, managing multiple priorities and adapting to changing requirements.
Previous experience using a defect management tool (example: JIRA) is desired but not required.
