Documentation Consultant L3
On-siteBengaluru, Karnataka, India
Bengaluru, Karnataka, IndiaOn-siteFull TimeEnterprise
Full TimeEnterprise
Job Summary
Compile daily uptime/downtime reports, weekly call statistics, and monthly MTTR analysis from Motadata ServiceOps, AIOps, VuNet aiAPM, and DoP CRM. Extract data to verify figures, maintain version-controlled SOPs and run books, and manage the knowledge management repository for L1 helpdesk. Prepare evidence packages for payment milestones, audits, and VAPT reviews while coordinating with domain SMEs to translate post-RCA knowledge into structured entries. Work onsite at an HPE partner/customer office with a minimum of five years in IT documentation and operational reporting.
Required Qualifications
- Proficiency in MS Word, Excel, and PowerPoint for professional report preparation
- familiarity with automated report extraction from ITSM/EMS platforms
- Understanding of ITSM reporting structures: incident ageing, SLA compliance, MTTR/MTBF calculation
- Structured approach to documentation version control, change tracking, and evidence management
- Knowledge management practices within ITSM environments
- experience maintaining KM databases in platforms such as Motadata ServiceOps
- Basic familiarity with IT infrastructure and monitoring domains to accurately document technical operational processes
- ITIL Foundation Certification
- B.E / B.Tech / M.Tech / MCA or equivalent
- More than 5 years of experience in IT documentation, operational reporting, or technical content management within managed services environments
- Must be able to lift 50 lbs
Desired Qualifications
- familiarity with automated report extraction from ITSM/EMS platforms
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