Documentation Consultant L3

Hewlett Packard Enterprise; Bengaluru; On-site; INR 900,000 - 1,500,000; Full time

Benefits offered by this job

Health & wellbeing

Career development

Inclusive culture

Job summary

Hewlett Packard Enterprise is seeking an experienced IT documentation and reporting specialist in Bengaluru to support operations. You will compile and analyze vital operational reports, extract data from multiple ITSM and AIOps platforms, and maintain structured documentation libraries.

You will work onsite with the HPE Operations team to ensure accuracy, governance, and timely delivery of all reporting and knowledge assets, enabling informed decisions and smooth audits.

Qualifications

• Proficiency in MS Word, Excel, and PowerPoint for professional report preparation.
• 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; KM databases experience.
• ITIL Foundation Certification is preferred.

Responsibilities

• Compile and submit full suite of operational reports within required timelines.
• Extract data from Motadata ServiceOps, Motadata AIOps, VuNet aiAPM, and DoP CRM to compile reports.
• Maintain SOPs, run books, maintenance logs, and post-incident review notes.
• Own the Motadata ServiceOps knowledge management repository; ensure articles are structured and searchable.
• Maintain the documentation change register with version numbers and dates.
• Prepare evidence packages for payment milestones and audits; collate supporting documentation.

Skills

MS Word

MS Excel

PowerPoint

ITSM reporting

KM databases

Education

B.E / B.Tech / M.Tech / MCA or equivalent

ITIL Foundation Certification

Tools

Motadata ServiceOps

DoP CRM

Job description

This role has been designed as ‘’Onsite’ with an expectation that you will primarily work from an HPE partner/customer office.

Who We Are

Hewlett Packard Enterprise is the global edge-to-cloud company advancing the way people live and work. We help companies connect, protect, analyze, and act on their data and applications wherever they live, from edge to cloud, so they can turn insights into outcomes at the speed required to thrive in today’s complex world. Our culture thrives on finding new and better ways to accelerate what’s next. We know varied backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good. If you are looking to stretch and grow your career our culture will embrace you. Open up opportunities with HPE.

Job Description

HPE Operations is our innovative IT services organization. It provides the expertise to advise, integrate, and accelerate our customers’ outcomes from their digital transformation.

Our teams collaborate to transform insight into innovation. In today’s fast paced, hybrid IT world, being at business speed means overcoming IT complexity to match the speed of actions to the speed of opportunities. Deploy the right technology to respond quickly to market possibilities. Join us and redefine what’s next for you.

What You’ll Do

• Compile and submit the full suite of RFP-mandated operational reports within the contractually required timelines: daily reports (uptime/downtime with reason; link down incidents at 11 AM and 4:30 PM; isolated branch data at 4 PM; L1/L2/L3 pending tickets at 1 PM); weekly call statistics; monthly MTTR analysis, frequent problem analysis, SI-wise performance reports, and group-wise SLA reports; quarterly MTBF analysis; online/on-demand incident alerts, RCA reports, and application bandwidth utilisation as requested
• Extract data from Motadata ServiceOps (ticket ageing, resolver group reports, SLA compliance), Motadata AIOps (availability data, alert summaries), VuNet aiAPM (application performance data), and DoP CRM (incident counts) to compile each report; verify figures against source data before finalising
• Maintain all CCCC operational documentation in version-controlled form: SOPs, run books, maintenance logs, DR drill records, post-incident review notes, and change records
• Own the Motadata ServiceOps knowledge management repository: ensure articles are structured, tagged, current, and searchable by the L1 helpdesk team
• Maintain the documentation change register; track every SOP or run book revision with version number, change summary, and effective date
• Prepare evidence packages for payment milestone sign-offs, DoP audits, and VAPT review cycles; collate supporting documentation as requested by the Operations Manager
• Co-ordinate with domain SMEs to capture post-RCA knowledge and translate it into structured run book entries usable by L1/L2 teams

What You Need To Bring

• 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
• Minimum Qualification- 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

What We Can Offer You

Health & Wellbeing

We strive to provide our team members and their loved ones with a comprehensive suite of benefits that supports their physical, financial and emotional wellbeing.

Personal & Professional Development

We also invest in your career because the better you are, the better we all are. We have specific programs catered to helping you reach any career goals you have — whether you want to become a knowledge expert in your field or apply your skills to another division.

Unconditional Inclusion

We are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know varied backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good.

Let's Stay Connected

Follow @HPECareers on Instagram to see the latest on people, culture and tech at HPE.

#india

#operations

Job

Services

Job Level

TCP_01

HPE is an Equal Employment Opportunity/ Veterans/Disabled/LGBT employer. We do not discriminate on the basis of race, gender, or any other protected category, and all decisions we make are made on the basis of qualifications, merit, and business need. Our goal is to be one global team that is representative of our customers, in an inclusive environment where we can continue to innovate and grow together.

Hewlett Packard Enterprise is EEO Protected Veteran/ Individual with Disabilities

HPE will comply with all applicable laws related to employer use of arrest and conviction records, including laws requiring employers to consider for employment qualified applicants with criminal histories.