Quality Assurance Manager

General Dynamics Information Technology

. Support Operations leadership in the definition, validation, tracking, and reporting of SLAs across incident response, resolution, and system performance .

Posted 5/23/2026full-timeFalls Church • 🇺🇸 United StatesMid-LevelSenior💰 $114,750 - $155,250 per yearWebsite

Tech Stack

Tools & technologies

ITSMServiceNow

About the role

Key responsibilities & impact

Support Operations leadership in the definition, validation, tracking, and reporting of SLAs across incident response, resolution, and system performance
Ensure SLA measurement is driven by ServiceNow data including accurate ticket lifecycle tracking
Maintain clear SLA calculation methodologies including business hours vs. 24x7 and outage vs. service degradation definitions
Provide visibility into SLA risks and support escalation of potential breaches
Monitor and manage production service quality across infrastructure, hosting, and application operations
Support release readiness, deployments, and post-implementation validation activities
Ensure operational processes align with system reliability, availability, and performance expectations
Drive improvements in first-touch resolution, backlog reduction, and ticket quality
Coordinate root cause analysis efforts across operations and engineering teams
Ensure corrective actions are defined, tracked, and completed
Collaborate with infrastructure teams to ensure performance aligns with service levels

Requirements

What you’ll need

Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience)
5+ years of experience in IT Operations, Service Quality, or IT Service Management in a federal or regulated environment
Must have experience managing SLA's
Experience with ServiceNow or similar ITSM platforms
Experience with SLA management, incident/problem management, and reporting
Working knowledge of FedRAMP, FISMA, NIST 800-53, and ITIL practices

Benefits

Comp & perks

Health insurance
401(k) plan with company match
Flexible work weeks
Paid time off plans including vacation, sick and personal time
10 paid holidays per year
Paid Family Leave program providing up to 160 hours of paid leave
Short and long-term disability benefits
Life, accidental death and dismemberment, and critical illness insurance

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

SLA managementincident managementproblem managementreportingticket lifecycle trackingroot cause analysisservice quality monitoringrelease readinesspost-implementation validationbacklog reduction

Soft Skills

collaborationcommunicationproblem-solvingescalation managementprocess improvement