Job Description

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Job Responsibilities:

The resource will be responsible for the hardware functionality, configuration, support, maintenance, and availability of all systems used to deliver testing services (our “technology platform”).

Depending on Testing Team workload, the resource will also occasionally be asked to take on Testing Project Manager responsibilities such as the setup, management, and reporting on testing projects, working closely with project managers, technical operations, and language operations team members. Provide project-specific training to testers. Create written reports shared with clients and account management. Plan for and mitigate risk on projects. The workload dedicated to the two sets of responsibilities will fluctuate based on business needs, and the resource is expected to be flexible in this regard.

Responsibilities & Duties

A full-time technical support position responsible for the hardware functionality, configuration, support, maintenance, and availability of all systems used to deliver testing services (our “technology platform”).

Will serve as the systems administrator for the following platform components used by Welocalize Testing Services. Additional tools and applications can be added in the future.

• VMware ESXi
• Windows laptop and desktop computers, and remote access
• Mac laptop and desktop computers, and remote access
• Mobile devices in tablet and phone screen-sizes
• Welocalize Pantheon

Daily duties focus on ensuring systems are available on-demand and without issues to a distributed team of testers, testing project managers, and operations managers. Issues can be raised by email, IM, slack, service-desk, or automated monitors. Some issues are resolved quickly while others require troubleshooting, root-cause analysis, and solutioning. On fixed schedules, perform planned maintenance of our systems, including required patches and hot-fixes. Liaise with systems suppliers and support teams as needed. Other responsibilities include:

• Create proposals for new, replacement, or upgraded systems to include budget, schedule, and risk mitigation.
• Train staff in the use of remote and physical devices.
• Prepare and publish reusable self-training assets.

When managing Testing Projects, regular duties include:

• Plan project scope, schedule, and resources to ensure fulfillment of our services without errors or deficiencies.
• Create estimated scope of work for future projects, both hours and timeline, based on provided and assumed data. Clearly identify all assumptions and dependencies.
• Estimations may require creative problem-solving when clients cannot provide accurate inputs.
• Setup and prepare hardware and software testing environment and escalate issues to client contacts.
• Review or create test cases and scripts for testers based on project scope and environment.
• Create reporting dashboards, trackers, and views to manage production and communicate results to customers.
• Create and deliver project-specific training to testers in advance of the planned start date.
• Manage the scope, schedule, and resources of active projects.
• Provide escalation support to testers during active projects.
• Escalate issues and blockers to client contacts to mitigate delays.
• Perform bug scrub to ensure testers perform to requirements and make immediate corrective actions on all nonconformances.
• Prepare and deliver end-of-testing reports.
• Prepare summary test results over quarterly or longer periods into presentation for client business reviews.
• Schedule and facilitate client-facing meetings for production or account management needs in the domain of localization testing and validation.

Additional Job Details:

Additional Duties

Mid-level testing project managers may also fulfil specific business support duties including:

• Provide escalation support to less experienced testing PMs on project or systems issues.
• Perform root cause analysis for quality issues raised against a testing project or tester.
• Review and update department-wide standard operating procedures (SOP).
• Own specific initiatives in agile sprints which contribute to fulfilling objectives and key results (OKRs).
• Provide systems administration for cloud platforms and virtualized environments.

Requirements

Able to get to a specified Welocalize office location within one hour as needed to support hardware systems. Specific positions might have additional on-site attendance requirements.

Fluent English writing, speaking, reading, and listening skills as a team member in an international business that uses English as the primary international language.

Experience

• At least two years of working experience in linguistic testing, linguistic review, software testing, product testing, editing, quality control (QC), production process control, or quality engineering. Preference for QA/QC experience of information assets in a digital workflow, although manufacturing experience is qualified experience.
• Fluent working in Atlassian Jira or a similar dev-ops or defect tracking platform, with at least introductory-level system administration skills. Jira or TestRail is preferred.