Role: Manager, Enablement Tools Support & Operations

Position Summary

The Manager of Enablement Tools Support & Operations will lead a team responsible for the support, maintenance, and operational excellence of enterprise quality tools, including Tricentis Tosca, qTest, and the Atlassian Enterprise Suite (Jira, Confluence). This role combines technical expertise with leadership and customer service skills to ensure seamless tool performance, high user satisfaction, and alignment with organizational quality engineering objectives.

Key Responsibilities

Team Leadership & Development
- Manage and mentor a team of support and operations specialists.
- Set clear goals, provide coaching, and foster a culture of collaboration and continuous improvement.

Tool Support & Operations
- Oversee day-to-day support and administration of Tosca, qTest, and Atlassian tools.
- Ensure system stability, performance, and timely resolution of incidents and service requests.
- Implement best practices for tool configuration, upgrades, and integrations.

Customer Support & Service Excellence
- Drive a customer-first approach, ensuring high-quality support and responsiveness.
- Monitor and report on customer support metrics (e.g., SLA compliance, resolution times, satisfaction scores).
- Develop knowledge base articles and self-service resources for end-users.

Process & Governance
- Establish operational standards, documentation, and change management processes.
- Ensure compliance with security, data integrity, and organizational policies.

Collaboration & Stakeholder Engagement
- Partner with Quality Engineering teams to align tool capabilities with testing strategies.
- Work closely with IT and vendor teams for escalations, upgrades, and enhancements.

Reporting & Continuous Improvement
- Track KPIs for tool performance and support efficiency.
- Identify opportunities for automation and process optimization.

Qualifications

Education: Bachelor’s degree in Computer Science, Information Technology, or related field.
Experience:
- 5+ years in IT support or operations, with at least 2 years in a leadership role.
- Hands-on experience with Tosca, qTest, and Atlassian tools (Jira, Confluence, Bitbucket).
- Background in Quality Engineering and/or Software Testing preferred.
Skills:
- Strong technical troubleshooting and administration skills.
- Excellent leadership and communication abilities.
- Customer service mindset with experience managing support metrics.
- Familiarity with ITIL practices and service management tools.