Service Quality Manager (Hybrid)

Responsibilities

• Own incident and problem management tickets related to technical service availability and quality.

• Participate in on-call rotation for incident response.

• Investigate and replicate reported issues to assess the impact on service quality.

• Use IT expertise to guide resolver tech teams and ensure accountability.

• Manage incidents and problems from third-party partners/providers by coordinating with their support teams.

• Prepare clear, fact-based Root Cause Analysis (RCA) documentation.

• Create actionable tickets from RCA findings to drive continuous improvement.

• Track key performance indicators for incident and problem management.

Requirements

• 3-5 years of experience in technology-related roles (support, DevOps, SRE preferred).

• Broad understanding of IT infrastructure.

• Foundational knowledge of blockchain and cryptocurrencies, with a strong curiosity to work in this field.

• Proactive, independent, and eager to learn and search for information.

• Strong troubleshooting skills, curiosity, and an open-minded approach.

• Quick thinker and speaker with excellent communication skills and a solid understanding of processes.

• Prior experience with incident and problem management is a plus.

Technologies

AWS | Ansible | Blockchain | Docker/Kubernetes

Recruitment Process

• HR Interview (With the company);

• Technical Questionnaire;

• Technical Interview (with the Director of Managed Services and a team member);

• Cultural Interview with the team (30 minutes, optional).

**BY SUBMITTING THIS APPLICATION, YOU GIVE OHRS&C LLC PERMISSION TO SUBMIT YOUR RESUME AND CONTACT INFORMATION TO OUR CLIENTS ON YOUR BEHALF.

About O'Quin HR Solutions & Concepts LLC

Our goal is to help local businesses with talent solutions tailored to their specific needs. Our mission is to bridge the gap between exceptional candidates and companies seeking to thrive in today's competitive landscape. We bring a wealth of expertise in recruitment, assessment, and talent management to help companies build high-performing teams that drive success.