SUMMARY
The Knowledge Management Lead is responsible for establishing and maintaining operational documentation standards across the company's service portfolio. This role leads the development, organization, and governance of runbooks, operational procedures, and knowledge base documentation used by technical teams supporting the company's cloud, infrastructure, networking, and security services.
The Knowledge Management Lead works closely with Service Delivery, NOC, SOC, Engineering, and Customer Success teams to document operational procedures and ensure consistent knowledge management across the organization. This role also provides guidance and oversight to the Runbook Specialist responsible for day-to-day documentation development.
JOB RESPONSIBILITIES
- Runbook Development and Governance
- Define the structure and standards for operational runbooks across the company.
- Develop and maintain runbooks covering key operational workflows.
- Ensure documentation reflects actual operational practices used by delivery teams.
- Cross-team Collaboration
- Work with technical teams, including NOC, SOC, Engineering, and Service Delivery Managers, to gather operational knowledge.
- Translate technical procedures into clear, structured documentation.
- Knowledge Base Management
- Maintain a centralized knowledge base for operational documentation.
- Ensure documentation is organized, searchable, and accessible to relevant teams.
- Runbook Lifecycle Management
- Establish version control and documentation review processes.
- Ensure runbooks remain current as products and services evolve.
- Quality and Standardization
- Implement consistent documentation standards across product areas.
- Review documentation prepared by the Runbook Specialist to ensure clarity and completeness.
QUALIFICATIONS
- Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent experience.
- Four to seven years of experience in IT operations, technical documentation, or managed services environments.
- Experience documenting operational procedures, SOPs, or technical workflows.
- Strong written communication and organizational skills.
- Ability to work with technical teams to capture operational knowledge.
- Experience working within managed services or cloud infrastructure environments.
- Familiarity with ITIL service management concepts.
- Experience maintaining knowledge bases or documentation systems.
- Strong documentation and organizational skills.
- Ability to translate technical processes into clear instructions.
- Cross-functional collaboration skills.
- Attention to detail.
- A process improvement mindset.
JOB REQUIREMENTS
- Should be willing to accept a long-term work-from-home arrangement.
- Should be amenable to a permanent night shift schedule.
