Senior Knowledge Management & QA Lead

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

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