Essential Job Functions:
Runbook Development and Governance
Define the structure and standards for operational runbooks across XTIUM
Develop and maintain runbooks covering key operational workflows
Ensure documentation reflects actual operational practices used by delivery teams
Cross-Team Collaboration
Work with technical teams including NOC, SOC, Engineering, and Service Delivery Managers to gather
operational knowledge
Translate technical procedures into clear, structured documentation
Knowledge Base Management
Maintain a centralized knowledge base for operational documentation
Ensure documentation is organized, searchable, and accessible to relevant teams
Runbook Lifecycle Management
Establish version control and documentation review processes
Ensure runbooks remain current as products and services evolve
Quality and Standardization
Implement consistent documentation standards across product areas
Review documentation prepared by the Runbook Specialist to ensure clarity and completeness
What Qualifies You
Bachelors degree in information technology, Computer Science, or related field (or equivalent experience)
4–7 years of experience in IT operations, technical documentation, or managed services environments
Experience documenting operational procedures, SOPs, or technical workflows
Strong written communication and organizational skills
Ability to work with technical teams to capture operational knowledge
Preferred Qualifications
Experience working within managed services or cloud infrastructure environments
Familiarity with ITIL service management concepts
Experience maintaining knowledge bases or documentation systems
Key Competencies
Strong documentation and organizational skills
Ability to translate technical processes into clear instructions
Cross-functional collaboration
Attention to detail
Process improvement mindset