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Alter Domus Logo Alter Domus · IT - Administration

Knowledge Manager

India, Hyderabad · Job Posted May 28, 2026
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Job Description

Own and mature the Knowledge Management capability across IT operations to ensure accurate, usable, and audit-ready knowledge that improves service quality, reduces resolution time, and enables scalable BAU operations.

Job Responsibility

  • Establish and enforce a Knowledge Management framework aligned to ITIL practices
  • Define KM policies, standards, workflows, and ownership model
  • Ensure KM processes are audit-safe, documented, and consistently followed
  • Own the end-to-end knowledge lifecycle: creation, review, approval, publishing, maintenance, retirement
  • Define quality standards for knowledge articles (structure, accuracy, usability)
  • Ensure knowledge is current, relevant, and accessible to support teams
  • Embed KM into incident, request, and problem management workflows
  • Drive knowledge reuse to reduce MTTR, repeat incidents, and escalations
  • Partner with Service Desk, L2/L3 teams, and SMEs to capture operational knowledge
  • Define and track KM KPIs (reuse rate, article quality score, freshness, coverage)
  • Provide regular KM performance reports and insights to leadership
  • Identify gaps and drive continuous improvement actions
  • Own KM tools/platforms (e.g., ITSM knowledge base, portals)
  • Ensure proper taxonomy, search optimization, and categorization
  • Drive user adoption through training, guidelines, and communication
  • Identify knowledge gaps from incidents and escalations
  • Support problem management by ensuring root causes and fixes are documented

Requirements

  • 6+ years in IT Service Management / Knowledge Management (enterprise environment)
  • Strong understanding of ITIL practices (Incident, Problem, Knowledge Management)
  • Experience with ITSM tools (ServiceNow, Jira or equivalent)
  • Strong stakeholder management and cross-team influence
  • Ability to translate technical knowledge into clear, consumable documentation
  • Strong written and verbal communication skills, including the ability to create clear, concise, and audit-ready documentation and reports

Nice to have

  • Process-driven and detail-oriented
  • Strong governance mindset
  • Comfortable working in BAU, steady-state operations
  • Experience operating in audit and compliance-sensitive environments
  • Willingness to work in rotational shifts

What we offer

  • Support for professional accreditations such as ACCA and study leave
  • Flexible arrangements, generous holidays, plus an additional day off for your birthday
  • Continuous mentoring along your career progression
  • Active sports, events and social committees across our offices
  • 24/7 support available from our Employee Assistance Program
  • The opportunity to invest in our growth and success through our Employee Share Plan
  • Plus additional local benefits depending on your location
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