Documentation / Runbook Specialist
Location: India - Remote
Job Profile Summary
The Documentation / Runbook Specialist creates, governs, and maintains operational documentation for migrated services. The role owns runbooks, the documentation home, and the wiki model, ensuring content is current, searchable, version-controlled, and support-ready. The specialist produces service transition artefacts and coordinates structured knowledge transfer for effective post-migration supportability.
Career Level Summary
- Requires working knowledge of technical writing, IT operations, service transition, and knowledge management practices.
Critical Competencies
- Excellence: Produces accurate, complete, consistent, and usable documentation with strong attention to detail.
- Expertise: Applies technical writing, information architecture, and service transition practices to complex environments.
- Agility: Adapts documentation priorities and content to changing migration scope, dependencies, and technical inputs.
- Ownership: Drives documentation through creation, review, approval, publication, handover, and ongoing maintenance.
Key Responsibilities
- Create and maintain operational runbooks for routine operations, monitoring, troubleshooting, incident response, escalation, recovery, backup, rollback, and service restoration.
- Maintain the documentation home as the authoritative location for approved operational and service transition content.
- Define and maintain the wiki model, including taxonomy, page hierarchy, naming conventions, metadata, navigation, ownership, review cycles, and archival rules.
- Convert engineering knowledge, migration procedures, design inputs, and support requirements into clear, actionable documentation.
- Produce service transition artefacts including operational readiness checklists, support models, escalation paths, contact matrices, known-error records, handover packs, and acceptance evidence.
- Plan and coordinate knowledge-transfer sessions, including agendas, content readiness, attendance, actions, recordings or reference material, and completion sign-off.
- Ensure runbooks and handover artefacts are reviewed, approved, version-controlled, and available before migration closure or service acceptance.
- Confirm each runbook includes purpose, scope, prerequisites, dependencies, steps, expected results, exception handling, escalation, owner, and review date.
- Monitor content quality, ageing, gaps, duplication, broken links, and overdue reviews, and coordinate corrective actions with accountable owners.
Knowledge
- Knowledge of IT service management and service transition, including operational readiness, support handover, incident, problem, change, configuration, and knowledge management.
- Knowledge of document lifecycle management, information architecture, content governance, version control, approvals, and records retention.
Skills
- Runbook authoring using consistent templates, procedural language, decision points, prerequisites, validation steps, and exception paths.
- Documentation and collaboration platforms such as SharePoint, Confluence, Microsoft Teams, and Microsoft 365.
Education
- Bachelor's Degree in Computer Science, Information Technology, Engineering, English, Communications, or a related field required, or an equivalent combination of education and relevant experience.
Certifications
- Any technical writing, knowledge management, Microsoft 365, SharePoint, Confluence certification is an advantage.
Experience
- Minimum 3-6 years of experience in technical documentation, runbook development, knowledge management, service transition, operations enablement, or a related role.
- Experience producing operational documentation for infrastructure, cloud, application, data-centre, or migration programs.