Usman Saeed

About Usman Saeed

I’m a Senior Quality Engineering Manager with 17+ years of experience leading large-scale quality initiatives across enterprise SaaS, mobile platforms, and AI-driven systems. I specialize in building and scaling high-performing QE teams, defining test strategy and governance models, modernizing automation frameworks, and improving release velocity without compromising reliability or customer trust.At ServiceNow, I scaled our mobile quality organization from 5 to 14 engineers while driving end-to-end quality across native iOS, Android, backend services, and cloud-based platform components. I lead quality strategy across CI/CD pipelines, release management workflows, and metrics-driven validation models to ensure scalable, predictable delivery.My expertise includes implementing robust automation architectures using Java, Appium, Jenkins, Sauce Labs, Docker, and Kubernetes, with strong alignment to DevOps practices and cloud-native environments (AWS/Azure). I’ve introduced AI-powered testing and LLM-based validation workflows leveraging GPT, Gemini, Claude, and ServiceNow’s proprietary AI systems — focusing on model accuracy validation, hallucination reduction, multimodal test coverage, and consistent behavior across text, voice, and visual inputs.I’m passionate about strengthening engineering culture through mentorship, coaching, and operational excellence. I partner cross-functionally with product, engineering, and business leaders to improve defect prevention, triage efficiency, quality metrics reporting, and overall customer experience.My goal is to lead Quality Engineering organizations operating at the intersection of automation, cloud platforms, mobile, and AI — building scalable systems, resilient teams, and high-velocity delivery pipelines that ship smarter and more reliable software.

Experience

1. Quality Engineering Manager

   ServiceNow

   Feb 2022 — Present

   Scaled and directed the quality team from 5 to 14 engineers, ensuring release readiness for enterprise web and mobile applications (iOS and Android).• Guided and mentored engineers through skill development, performance feedback, and career planning.• Implemented scalable web and mobile automation frameworks using Java, Selenium, Appium, Jenkins, Sauce Labs, Windsurf, and AI-powered validation tools, achieving 85% automated test coverage.• Drove quality initiatives for AI-powered and agentic user experiences across web and mobile platforms (Virtual Assistant, Synthesized Search, Lens).• Established model quality testing practices across multiple LLMs (OpenAI GPT, Gemini, Claude, and ServiceNow proprietary models).• Defined and executed end-to-end test strategies across web, mobile, and backend services.• Accelerated regression cycles from two weeks to three days through CI/CD integration.• Instituted weekly defect-triage reviews with development and business stakeholders.• Reduced customer-reported defects by 50% release over release across platforms.

Education

• San José State University

  B.S, Computer Science

  2002 — 2007

• Beaconhouse Public School

  A-levels, Economics, Accounting, Math

  1998 — 2000

Skills

• Sql
• Linux
• Test Planning
• Cross-Functional Team Leadership
• Software Development
• Python
• Scrum
• Containers
• Cloud Computing
• Regression Testing
• Unix Shell Scripting
• Distributed Systems
• Jenkins
• Agile Methodologies
• Unix
• Testing
• Quality Assurance
• Storage
• Enterprise Storage
• Test Cases
• Perl
• Shell Scripting
• Test Automation
• Automation
• Software Engineering
• Troubleshooting
• Solaris
• Software Quality Assurance
• Virtualization