Job Summary

Support service stability and operational efficiency by managing Knowledge and Problem processes, driving root cause analysis, known error management, and knowledge maturity to reduce recurring incidents and improve first‑time resolution.

Key Responsibilities

Knowledge Management (L2)\r\n\r\nReview, create, and maintain knowledge articles (KAs) aligned to standards\r\nEnsure content quality, accuracy, lifecycle control, and reuse\r\nValidate knowledge effectiveness against FCR, deflection, and UEO reduction\r\nSupport shift‑left and self‑service initiatives through improved knowledge\r\nPerform knowledge audits and content gap analysis\r\nCoach L1 teams on knowledge creation and usage practices\r\nProblem Management (L2)\r\n\r\nOwn and manage assigned problems from identification to closure\r\nPerform root cause analysis (RCA) using structured techniques (5‑Why, Fishbone, trend analysis)\r\nCorrelate incidents to identify recurring and systemic issues\r\nCreate, maintain, and track Known Errors and workaround effectiveness\r\nCoordinate with Incident, Change, and Resolver groups for permanent fixes\r\nTrack and report problem metrics and improvement outcomes

Skill Requirements

ITIL 4 – Problem & Knowledge Management (Intermediate level)\r\nStrong RCA and analytical skills\r\nService Desk / IT Operations understanding\r\nITSM tools (ServiceNow or equivalent)\r\nReporting and analysis (Excel / Power BI preferred)\r\nKnowledge lifecycle and content governance

Other Requirements

Structured problem‑solving mindset\r\nStrong documentation and communication skills\r\nCross‑team coordination and follow‑through\r\nContinuous improvement orientation\r\nAttention to detail and quality focus\r\nReduction in repeat and recurring incidents\r\nTimeliness and quality of RCAs\r\nKnown Error and workaround effectiveness\r\nKnowledge usage, reusability, and deflection rate\r\nImprovement in FCR and CSAT\r\nAudit and process compliance