SW Test Specialist Triage Manager

Who are we

Amdocs helps the worlds leading communications and media companies deliver exceptional customer experiences through reliable efficient and secure operations at scale. We provide software products and services that embed intelligence into how work runs across business IT and network domains delivering measurable outcomes in customer experience network performance cloud modernization and revenue growth. With our talented people and more than forty years of experience running mission-critical systems around the globe Amdocs runs billions of transactions daily. Our technology is relied on every day connecting people worldwide and advancing a more inclusive connected world. Together we help those who shape the future to make it amazing. Amdocs is listed on the NASDAQ Global Select Market (NASDAQ: DOX) and reported revenue of $4.53 billion in fiscal 2025. For more information visit

At Amdocs our mission is to empower our employees to Live Amazing Do Amazing every day. We believe in creating a workplace where you not only excel professionally but also thrive personally. Through our culture of making a real impact fostering growth embracing flexibility and building connections we enable them to live meaningful lives while making a difference in the world.

In one sentence

The Defects and Issues Triage Manager is a high-impact leadership role responsible for governing the end-to-end defect management lifecycle within complex software environments. Operating within a SAFe Agile framework you will be the primary driver for meeting strict Service Level Agreements (SLAs) ensuring that critical issues are identified prioritized and resolved with precision. This role requires a unique blend of cordial stakeholder management and technical authority to oversee defect bridges/calls and resolve high-priority blockers. You are expected to be a creative problem-solver looking at issues from various angles to propose immediate mitigations and workarounds while driving long-term Root Cause Analysis (RCA) and Lessons Learnt.

What will your job look like

Stakeholder Accountability: Proactively drive and chase stakeholders to ensure defect statuses are current and detailed comments are updated in the tracking system maintaining a single source of truth.
Defect Bridge Leadership: Drive high-pressure defect bridges or technical calls facilitating real-time collaboration between teams to troubleshoot and unblock critical issues.
SLA Governance: Monitor and enforce adherence to resolution timelines based on defect severity; escalate delays proactively to maintain project velocity.
Mitigation & Workarounds: Analyze defects from multiple perspectives to identify temporary workarounds or mitigations that allow testing or business operations to proceed while a permanent fix is developed.
SAFe Agile Integration: Align defect management processes with SAFe ceremonies and structures ensuring visibility during PI Planning and Sync meetings.
Root Cause Analysis (RCA): Lead systematic RCA sessions and facilitate Lessons Learnt workshops to drive long-term process improvements and prevent defect leakage.
Jira & Dashboard Mastery: Maintain an excellent grasp of Jira creating advanced dashboards to provide real-time visibility into the defect landscape aging and trends.
Stakeholder Management: Act as a cordial and clear communicator managing expectations and building consensus among technical and business units.

All you need is...

Education: Bachelors degree in computer science Information Technology or an equivalent technical field.
Experience: At least 2 years of dedicated defect triage experience managing complex IT systems involving multiple integrated applications and cross-functional teams.
SAFe Agile Expertise: Proven experience working within a Scaled Agile Framework (SAFe) understanding the roles of the ART (Agile Release Train) and Solution Train.
SDLC & STLC Mastery: A deep understanding of the Software Development and Testing Lifecycles ensuring seamless defect transitions from New to Verified.
Technical Knowledge: A strong technical understanding of Networks and OSS systems is a significant plus for analyzing system-level defects.
Strategic Problem Solving: The ability to evaluate issues from various technical and business angles to determine the best path forward.
Professionalism: Exceptional communication skills with a focus on maintaining cordial productive relationships during high-stress triage calls.

Critical Performance Metrics

SLA Compliance Rate: Percentage of defects resolved within defined timeframes.
Workaround Effectiveness: Speed and viability of interim mitigations provided to unblock teams.
Dashboard Utility: Effectiveness of Jira reporting in driving stakeholder decision-making.
Defect Leakage & Reopen Rates: Measures of the overall quality of the triage and fix process.

Why you will love this job:

Ability to grow and gain many opportunities for professional development
We are a dynamic multi-cultural organization that constantly innovates and empowers our employees to grow. Our people our passionate daring and phenomenal teammates that stand by each other with a dedication to creating a diverse inclusive workplace!
We offer a wide range of stellar benefits including health dental vision and life insurance as well as paid time off sick time and parental leave!

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