Job Description

Roles & Responsibilities:

  • Build, manage, and set the direction of the Knowledge Management Framework and knowledge management team members.
  • Act as a process custodian to ensure the process of fulfilling service requests, ensuring efficiency, adherence to SLAs, and quality service delivery.
  • Key responsibilities include designing and improving fulfillment models, triaging and assigning requests, coordinating with various teams, managing performance, and acting as a liaison between requesters and fulfillers to ensure customer satisfaction
  • Analyzing risks and impacts, developing and maintaining recovery plans, coordinating and conducting tests, managing response during incidents, ensuring compliance with regulations, and communicating with stakeholders to ensure the resilience and rapid recovery of IT services
  • Create, capture, organize, and assess knowledge assets for enterprise use.
  • Coordinate with cross-functional organizati...

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