Defect Manager
Listed on 2026-03-02
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IT/Tech
Systems Analyst, IT QA Tester / Automation, Technical Support, IT Consultant
Job Description Overview
- 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.
- 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.
- Lead or facilitate defect triage meetings.
- Classify defects by severity and priority.
- Align defect prioritization with business impact and release goals.
- Track defect trends (open vs. closed, severity distribution, leakage rates).
- Provide dashboards and quality reports to stakeholders.
- Highlight risks and recommend corrective actions.
- Collaborate with QA, development, product, and operations teams.
- Escalate critical defects that threaten release timelines.
- Ensure accountability for defect resolution.
- Identify recurring defect patterns.
- Recommend preventive actions (root cause analysis, process changes).
- Improve testing and quality practices over time.
- 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.
- 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.
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
KDDI America, headquartered in New York, is the US presence of Japan's KDDI Group, a Fortune Global 500 company and leading provider of international IT and communications services. KDDI America was established in 1989 and started as a telecommunications business supporting Japanese multinationals. We have now evolved into a company that provides networks, data centers, system integration, as well as managed service solutions across all industries.
Our ability to customize solutions in a major city offering scalability and service that are unparalleled set KDDI America apart from the competition. We provide Ethernet network uptimes of more than 99.999% between regions and guaranteed high performance no matter where.
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