[Hiring] Defect Manager @Telehouse

Role Description

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

• 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.
• Triage & Prioritization
  • Lead or facilitate defect triage meetings.
  • Classify defects by severity and priority.
  • Align defect prioritization with business impact and release goals.
• 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.
• Cross-Functional Coordination
  • Collaborate with QA, development, product, and operations teams.
  • Escalate critical defects that threaten release timelines.
  • Ensure accountability for defect resolution.
• 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.

Benefits

• Medical, Dental and Vision Coverage
• Basic Life Insurance and AD&D
• Short-Term and Long-Term Disability Insurance
• Flexible Spending Account (FSA)
• 401(k) with company match
• Paid Time Off (PTO): Vacation, sick, and floating holidays; plus 13 paid holidays
• Tuition Reimbursement Program
• Employee Assistance Program (EAP)
• Wellbeing Solutions Program