Knowledge Management Senior Analyst - KB

NTT
Noida
Workplace: OnsiteFull timeFunction: Solutions Engineering & Sales EngineeringSkills: ["Communication","Strategic thinking","Coaching","Conflict resolution","Stakeholder management"]

Provide expert technical support and lead resolution of complex issues while acting as an escalation point for the team. Collaborate cross-functionally to improve operational excellence, document solutions and SOPs, and drive knowledge sharing through a KB. Mentor and guide junior staff, lead team operations and performance tracking, and perform advanced troubleshooting with root-cause analysis. Apply ITIL incident, problem, and change management practices and support process improvements and automation.

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FursaFursa
NTT
NTT
3 months ago

Knowledge Management Senior Analyst - KB

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Last checked: 1 hour agoStatus: Live

Job Summary

Provide expert technical support and lead resolution of complex issues while acting as an escalation point for the team. Collaborate cross-functionally to improve operational excellence, document solutions and SOPs, and drive knowledge sharing through a KB. Mentor and guide junior staff, lead team operations and performance tracking, and perform advanced troubleshooting with root-cause analysis. Apply ITIL incident, problem, and change management practices and support process improvements and automation.
Location: Noida
Workplace: Onsite
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Manager level

Key Responsibilities

  • •Provide expert-level technical support and lead resolution of complex issues as the escalation point.
  • •Document solutions and processes, and contribute to knowledge sharing and knowledge base (KB) updates.
  • •Mentor and guide junior staff, lead team operations and performance tracking, and handle team conflicts.
  • •Drive process improvements, automation, and technology adoption with strong troubleshooting and root-cause analysis.
  • •Collaborate across teams to improve service quality and operational excellence, including project and stakeholder management.

Key Requirements

  • •Advanced troubleshooting skills with strong root-cause analysis for complex technical issues.
  • •Deep knowledge in one or more domains such as networking, cloud, OS, databases, or security.
  • •Experience with ticketing systems (e.g., ServiceNow) and strong documentation for SOPs and knowledge bases.
  • •Familiarity with ITIL processes including incident, problem, and change management.
  • •Ability to mentor junior staff and support team operations, task delegation, and performance tracking.
Skills:CommunicationStrategic thinkingCoachingConflict resolutionStakeholder management
Tech Stack:ServiceNowITIL

Company Brief

NTT
Dimension Data, operating under NTT Ltd, provides managed IT services, cloud and data center solutions, networking, cybersecurity, and digital transformation services to enterprise customers worldwide.
Industry: Professional Services
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Established Company
Valuation: Public Company (Market Cap in USD)
Headquarters: London, United Kingdom
Founded: 1983
WebsiteLinkedIn