Head Knowledge Management Services

The Job and its Impact:

• In this role you will be required to ensure that Domain Experts and Vendor Support Groups own and manage the Knowledgebases required for the business, achieving accurate & on-time updates that enable Continual improvement
• Works closely and collaborate with the Client, Account Team members, Vendor & Unisys Support Groups, and other stakeholders to actively execute and improve the Process and related contracted services so that they are delivered in an efficient and seamless way to the business.
• Communicates at various levels during services engagements from tactical and transactional-based data to Leadership and automation strategies.
• Create and ensure process interacts with Unisys’s and Client’s standard processes including ITIL core functions such as Major Incident Management, Change Management, and Problem Management.
• Establish a governance framework based on the industry's best practices and standards to ensure the KB lifecycle is followed by the support teams as per the established Process.
• Presents operational and service level reports and explains service level support available to internal or external customers.
• Compiles, analyzes, and reports statistical data and trends relating to Knowledge Management service level compliance and operational effectiveness to eliminate reoccurring issues and enable continuous improvement efforts.
• Conducts workshops as required to identify, assess and address process deficiencies, ensure common understanding of process intention and operation, and ensure organization and individual associates understand SLAs and how they contribute to client service expectations
• Play as an ambassador and coach for the Knowledge-Centered Service methodology.

What we’re looking for?

• Bachelor’s Degree in any field.
• ITIL Certification is preferred
• Minimum 10+ years of IT Knowledge Management experience is required
• Good understanding of Enterprise and IT Service Management processes and practical experience with Service Now and other ITSM Tools.
• Advanced Project Management skills

What are the benefits

• You'll get to work in some of the hottest & fastest growing technologies in the USA right now.
• You'll get paid a competitive salary & be working directly with a super experienced team of people.
• You'll get a great place to come to work every day. Varied, complex, challenging & with a great culture that you can shape & change.
• And many more...

You will be successful in this role if you have:

• Proficient to convey a message to different Audiences in a logical order, including Executive Level.
• Progressive mindset, highly resourceful, self-driven, and proactive attitude
• Highly structured and process-oriented
• Client Centricity and User Experience oriented

How to apply

Send your profile to careers@gaiansolutions.com

what the hiring manager & the peers say about this role here

About GAIAN

We are in the business of building, developing, operating & maintaining world class platforms serving Telco, Media and Hi Tech industries in USA, India and the Middle East. Our PaaS platform and its SaaS applications reach millions today.

Gaian is headquartered in Los Angeles, USA with satellite R&D centers in Hyderabad, India, and Shenzhen, China.

We are the:

• First to deploy an IPTV/OTT solution on cruise lines
• First to offer geo-targeted advertising on DVB-S2 in India
• India’s Emergency Alerting Platform for Ocean Weather with Autonomous TV Alerting services ∙ First to offer AI based placement opportunity detection in OTT live sports
• First to offer a full-service platform solution to ATSC 3.0
• Winners of the IBC 2019 Award for the Tsunami Alerting platform

The GAIAN business model has evolved along the course of its corporate journey. In the early days of inception, GAIAN offered outsourced product development and consulting services to US based organizations. Of noteworthy mention here are Cox Cable, Alcatel Lucent, Hot Wire Communications, World play, and Ericsson. Over the course of the last 5 years GAIAN has built up its own product stack.

Gaian is all about our people, our values and our way of doing things—intangibles that can't be measured or modeled in business terms but that truly make the difference. With over 150 experienced software architects, consultants, project managers, software, broadcast, and media engineers located worldwide our purpose is honored each time we exceed our client’s expectations, each time an employee reaches his/her goals, and each time we contribute to the society positively and make it a better place to live in.

We are looking to rapidly expand our technology & product development operations in India. And we need smart, ambitious people like you who enjoy a fun yet challenging work environment.

We strongly believe in Innovation, Perseverance, Compassion, Value Creation & Ownership!