About this role

Job Title: Documentation Resource (Reporting)

Key Responsibilities

•Compile and submit the full suite of RFP-mandated operational reports within

the contractually required timelines: daily reports (uptime/downtime with

reason; link down incidents at 11 AM and 4:30 PM; isolated branch data at 4

PM; L1/L2/L3 pending tickets at 1 PM); weekly call statistics; monthly MTTR

analysis, frequent problem analysis, SI-wise performance reports, and group-

wise SLA reports; quarterly MTBF analysis; online/on-demand incident alerts,

RCA reports, and application bandwidth utilisation as requested

•Extract data from Motadata ServiceOps (ticket ageing, resolver group reports,

SLA compliance), Motadata AIOps (availability data, alert summaries), VuNet

aiAPM (application performance data), and DoP CRM (incident counts) to

compile each report; verify figures against source data before finalising

•Maintain all CCCC operational documentation in version-controlled form:

SOPs, run books, maintenance logs, DR drill records, post-incident review

notes, and change records

•Own the Motadata ServiceOps knowledge management repository: ensure

articles are structured, tagged, current, and searchable by the L1 helpdesk

team

•Maintain the documentation change register; track every SOP or run book

revision with version number, change summary, and effective date

•Prepare evidence packages for payment milestone sign-offs, DoP audits, and

VAPT review cycles; collate supporting documentation as requested by the

Operations Manager

•Co-ordinate with domain SMEs to capture post-RCA knowledge and translate

it into structured run book entries usable by L1/L2 teams

Skills & Competencies

•Proficiency in MS Word, Excel, and PowerPoint for professional report

preparation; familiarity with automated report extraction from ITSM/EMS

platforms

•Understanding of ITSM reporting structures: incident ageing, SLA compliance,

MTTR/MTBF calculation

•Structured approach to documentation version control, change tracking, and

evidence management

•Knowledge management practices within ITSM environments; experience

maintaining KM databases in platforms such as Motadata ServiceOps

•Basic familiarity with IT infrastructure and monitoring domains to accurately

document technical operational processes

Preferred Certifications

ITIL Foundation (preferred)

Min. Qualification

B.E / B.Tech / M.Tech / MCA

Min. Experience

More than 5 years of experience in IT documentation, operational reporting, or

technical content management within managed services environments