Defect Manager-1

Job Description


Key Responsibilities

• Recording and documenting error tickets in KPM (Ticket Management).
• Tracking and verifying created tickets.
• Independent reporting and ticket maintenance.
• Ensuring communication with all relevant stakeholders.
• Conducting ticket reviews with project participants.
• Ensuring problem tracking and meeting deadlines.
• Handling customer complaints, including creating KPM tickets if necessary.
• Preparing evaluations, statistics, and overviews of KPM tickets.
• Creating a Problem Management Plan at the contractor s level and linking it to higher/lower levels.
• Regular reporting (e.g., weekly) to the problem manager of the department.
• Coordinating clarification of unclear responsibilities for problem tickets.
• Managing the mailbox structure for KPM at the relevant level.
• Monitoring the effectiveness of corrective measures defined by the responsible party.
• Developing new metrics to illustrate problem status.

Ticket Control and Error Resolution

• Participation in the Ticket Control Board (TCB) , tracking and driving error resolution.
• Preparing statements on error causes, resolution deadlines, and corrective measures.
• The contractor must ensure that customer-relevant or launch-blocking software errors are resolved by the 0-Defect Software milestone in close cooperation with project partners.
• Regular maintenance of the error database and fast error handling/communication with Audi contacts and suppliers is required.
• If severe errors occur shortly before the 0-Defect milestone, the client must be informed immediately.

Error Handling and Ticket Maintenance

• Provides projects with a clear overview of existing errors through uniformly defined error reports .
• Errors and anomalies occurring during testing must be documented in the client s error management system.
• If necessary, these are discussed with the client in regular meetings for further analysis and alignment.
• Additional information such as system interface recordings and visual recordings must be provided.

Complaint Analysis

• Contractor must analyze complaints from all test sources (own tests, test drives, etc.).
• For priority A complaints , a 24-hour deadline applies to determine:
  • Whether the complaint is valid.
  • Whether it is already known.
  • Which supplier is responsible for fixing it.
• Analyzed tickets must be forwarded to the relevant supplier, and supplier queries must be answered independently.
• A resolution deadline must be agreed with the supplier that meets project requirements.
• After implementation, the fix must be verified through appropriate tests.

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