Knowledge Management Consultant

Role Description:-

• Successfully migrate all existing knowledge articles for all voice / chat / back office processes from as is sharepoint platform to proposed framework
  
• Constantly innovate on How articles / content can be strategically positioned to increase agent adoption
  
• Work with all support / Ops functions obtaining VOC with aim to reduce Customer impacting defects that stem out of knowledge
  
• Align KM function with all external touchpoints so there is minimum / no variation in information / UI / UX
  
• Robust reporting mechanism to Ops with clear insights on low consumption areas
  
• Extensive experience in Knowledge project management.
  
• Managing a team of knowledge & content specialists.
  
• Hands on experience on knowledge platforms (Sharepoint / SAAS).
  
• Worked in multiple domains ( Healthcare/ travel and banking).
  
• Worked in driving adoption amongst staff.
  
• Adept at reporting and translating quantitative and qualitative data to output that can be consumed by senior leadership.
  
• Excellent communication skills.
  

Skills Required: Bachelor degree in computer science or other highly technical, scientific discipline. The overall Experience of minimum 3+ Years in AWS Cloud (Preferred), CICD/DevOps. Working closely with engineering teams to understand their product requirements and how they build/test/deploy their software applications. Demonstrated Experience in Containerized Docker and Orchestration (Kubernetes) Demonstrated Experience in CI/CD, GitHub, DevSecOps pipelines. Demonstrated Experience in public cloud platforms such as AWS and Azure and AWS is mandatory. Demonstrated Experience in AWS components like AWS EC2, S3, IAM, VPC, SNS, SQS, API gateway, cloud watch, RDS and NoSQL, ECR, EKS. Experience in monitoring and analyzing application performance using observability tools like promethesis, grafana, ELK and cloudwatch logs. Good to have knowledge on APM tools like appdynamcis, dynatrace, datadog. Familiarity with Linux and Unix systems and command line system administration. Good understanding on network routing, load balancing, network protocols, and basic knowledge of TCP/IP, HTTP/HTTPS, DNS, caching, ingress and egress. Good to have Scrum/Agile methodologies.