Technical Writer

Job Summary

This role bridges technical innovation and operational governance.

You will design automation frameworks to optimize workflows while directly managing Service Level Agreements (SLAs) and client expectations. By automating manual processes and governing system KPIs, you will drive operational excellence without handling day-to-day incident management.

Responsibilities

• Automation Engineering: Design, build, and maintain automation scripts and BI reports to eliminate operational bottlenecks.
• SLA Governance: Develop, negotiate, and monitor SLAs and Operational Level Agreements (OLAs) to ensure strict compliance.
• Process Optimization: Identify manual work patterns and engineer automated workflows to improve service delivery speeds.
• Performance Reporting: Analyze system data to build KPI dashboards, providing performance visibility to stakeholders.
• Cross-Team Collaboration: Partner with the internal Incident Management team to implement long-term automated fixes for recurring technical issues.
• Constituents: File Management
• Constituents: Client's engagements for SLAs monitoring
• Constituents: Technical documentation
• Constituents: Documents management
• Constituents: Timeliness and accuracy of SLA's reporting and compilation

Experience

• Min 2-year experience.

Key Indicators of Success

• Documents management
• Timeliness and accuracy of SLA's reporting and compilation

Must-have Skills

• Advanced experience with Microsoft Office Suite
• Experience with Excel Power BI preferred
• Able to collaborate effectively with other company employees and managers to ensure teamwork

Good-to-Have Skills

• Exposure to Power BI, data visualization and dashboard creation
• Basic understanding of SLA/OLA management and service delivery processes
• Experience in process automation and workflow optimization

Qualifications Criteria

• Bachelor's degree in computer science or related field preferred

Certification Criteria

• Microsoft Excel / Power BI certification preferred
• Relevant certification in IT Service Management (ITIL) is an advantage

Shifts Timing

• General Shift

Interview Rounds

• 2 Rounds of Interview

Behavioral Attributes

• Action Orientation Accountability
• Art of Skillful Conversation
• Creativity Problem Solving
• Business Acumen
• Dealing with ambiguity
• Learning on the fly
• Building Trust
• Customer Focus
• Intellectual Horsepower

Disclaimer: This job posting and Location has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.