Senior Associate -DevOps

The Knowledge Manager owns the operational governance and full lifecycle of IT knowledge used by the Service Desk, resolver teams and end users. Reporting to the Senior Lead Associate - Service Desk and Knowledge Management, the role converts technical and operational expertise into accurate, searchable, reusable and user-friendly content.

The role works across Incident, Request, Problem and Change Management to embed knowledge capture and reuse into day-to-day practices, strengthen first-contact resolution and improve self-service. This is an individual-contributor role; Service Desk leadership, staffing, escalation ownership and strategic direction remain with the Senior Lead Associate.