Knowledge Management Senior Analyst - KB

NTT DATA BUSINESS SOLUTIONS; Dadri; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

NTT DATA BUSINESS SOLUTIONS in Noida seeks a Knowledge Management Senior Analyst to join and lead a team, manage incidents, and drive knowledge sharing. You will act as an escalation authority, mentor staff, and collaborate across functions to ensure service quality.

The role requires strong documentation, project management, and stakeholder communication skills, with on-site office work and shift rotation.

Qualifications

• Provides expert-level technical support and leads resolution of complex issues.
• Acts as a technical authority and escalation point for the team.
• Collaborates across teams to drive operational excellence and service quality.
• Mentors junior staff and leads team operations and performance.

Responsibilities

• Provide expert-level technical support and lead resolution of complex issues.
• Act as a technical authority and escalation point for the team.
• Collaborate across teams to drive operational excellence and service quality.
• Document solutions, processes, and contribute to knowledge sharing.
• Mentor and guide junior staff; lead team operations and performance.
• Drive process improvements, automation, and technology adoption.
• Advanced troubleshooting and root cause analysis.
• Strong documentation skills for SOPs and knowledge base.
• Familiarity with ITIL processes: incident, problem, change management.
• Team management, task delegation, and performance tracking.
• Project and stakeholder management.
• Excellent communication and reporting skills.
• Ability to coach, mentor, and resolve team conflicts.

Skills

Leadership

Troubleshooting

Documentation

ITIL

ServiceNow

Networking

Cloud

Databases

Security

Stakeholder management

Communication

Tools

ServiceNow

Job description

Job Summary

We are currently seeking a Knowledge Management Senior Analyst - KB to join our team in Noida.

Responsibilities

• Provide expert-level technical support and lead resolution of complex issues.
• Act as a technical authority and escalation point for the team.
• Collaborate across teams to drive operational excellence and service quality.
• Document solutions, processes, and contribute to knowledge sharing.
• Mentor and guide junior staff; lead team operations and performance
• Drive process improvements, automation, and technology adoption.
• Advanced troubleshooting and root cause analysis.
• Deep knowledge in one or more domains: networking, cloud, OS, databases, security.
• Experience with ticketing systems (e.g., ServiceNow.
• Strong documentation skills for SOPs and knowledge base.
• Familiarity with ITIL processes: incident, problem, change management.
• Team management, task delegation, and performance tracking.
• Strategic thinking and decision-making.
• Project and stakeholder management.
• Excellent communication and reporting skills.
• Ability to coach, mentor, and resolve team conflicts.
• Working from office, rotational shift.