Knowledge Manager / QA - Senior (Philippines)

Thakral One; Philippines; On-site; PHP 900,000 - 1,500,000; Full time

Job summary

Thakral One is seeking a Senior Knowledge Manager / QA to own knowledge management and quality assurance for an enterprise Office Collaboration service environment. You will ensure knowledge is accurate, accessible, and continuously improved while supporting ticket-handling quality, reporting discipline, and service delivery consistency.

You'll collaborate with system administrators, NOC and infrastructure teams to capture and standardise knowledge, review incident records, and drive

Qualifications

• Senior-level experience in knowledge management, service quality, QA, IT operations support, or IT service management.
• Experience building, maintaining, or governing operational documentation with technical teams.
• Experience reviewing service tickets, process adherence, or support quality in managed services.

Responsibilities

• Maintain and improve knowledge base for Office Collaboration operations (procedures, known-error records, troubleshooting guides, escalation paths).
• Capture knowledge from system administrators, NOC engineers, infrastructure engineers, DBAs, and service delivery teams.
• Review, organize, and standardise knowledge articles for accuracy, usability and alignment with processes.
• Support ticket-handling QA by reviewing incident records, service request docs, categorisation, escalation notes, and closure quality.
• Ensure teams follow documented processes for documentation, ticket updates, SLA reporting and service-review inputs.
• Contribute to service reports, quality dashboards and improvement recommendations from recurring gaps or audit findings.
• Collaborate with technical teams to convert repeated incidents and resolutions into reusable knowledge articles.
• Identify process gaps, documentation issues and opportunities to improve service quality.
• Support knowledge management practices to enable faster resolution, better onboarding and consistent service delivery.

Job description

As a Senior Knowledge Manager / QA, you will own knowledge management and quality assurance support for an enterprise Office Collaboration service environment. You will help ensure that operational knowledge is accurate, accessible, and continuously improved while supporting ticket-handling quality, reporting discipline, and service delivery consistency.

What You'll Do and How You'll Succeed

• Maintain and improve the knowledge base for Office Collaboration operations, including procedures, known-error records, troubleshooting guides, and escalation paths.
• Capture knowledge from system administrators, NOC engineers, infrastructure engineers, database administrators, and service delivery teams.
• Review, organise, and standardise knowledge articles to ensure accuracy, usability, and alignment with operational processes.
• Support ticket-handling quality assurance by reviewing incident records, service request documentation, categorisation, escalation notes, and closure quality.
• Help ensure operational teams follow agreed processes for documentation, ticket updates, SLA reporting, and service review inputs.
• Contribute to service reports, quality dashboards, and improvement recommendations based on recurring gaps or audit findings.
• Work with technical teams to convert repeated incidents and resolutions into reusable knowledge articles.
• Support continuous improvement by identifying process gaps, documentation issues, and opportunities to improve service quality.
• Ensure knowledge management practices support faster resolution, better onboarding of support resources, and consistent service delivery.

We'll Love to Hear From You If...

Experience

• You have senior-level experience in knowledge management, service quality, QA, IT operations support, or IT service management.
• You have worked with technical teams to build, maintain, or govern operational documentation.
• You have experience reviewing service tickets, process adherence, or support quality in a managed services environment.

Technical Expertise

• You understand IT service management processes, including incident, request, change, problem, and knowledge management.
• You are familiar with knowledge bases, ticketing systems, service reports, QA checklists, and operational documentation standards.
• You can translate technical inputs into clear, structured, and usable support documentation.

Ways of Working

• You are precise, organised, and strong in written communication.
• You can challenge gaps constructively while helping teams improve.
• You are collaborative, quality-focused, and committed to making knowledge easier for teams to use in real operations.
• Contract Duration: 5 years

Who We Are

Thakral One is a consulting and technology services company headquartered in Singapore, with a pan-Asian presence. We focus primarily around technology-driven consulting, adoption of value-added bespoke solutions, enabling enhanced decision support through data analytics, and embracing possibilities in the cloud. We are heavily inclined towards building capabilities collaboratively with clients and believe strongly in improving grounded and practical outcomes.

This approach is possible through our partnership with leading global technology providers and internal R&D teams. Our clients come from Financial Services, Banking, Telco, Government, Healthcare, and Consumer-oriented organisations.