REF97638C_2026233623 - Service Desk/ Application support- Pune (WFO) - 4 to at WNS Global Services

Pune City, maharashtra, India -

Full Time

Start Date

Immediate

Expiry Date

15 Jun, 26

Salary

0.0

Posted On

17 Mar, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical Support, Problem-Solving, Communication, Incident Management, Queue Management, SLA Adherence, Escalation Management, Zendesk, Ticket Quality Management, Team Leadership, Mentoring, Coaching, Performance Review, Knowledge Development, Operational Leadership

Industry

Business Consulting and Services

Description

Company Description WNS (Holdings) Limited (NYSE: WNS), is a leading Business Process Management (BPM) company. We combine our deep industry knowledge with technology and analytics expertise to co-create innovative, digital-led transformational solutions with clients across 10 industries. We enable businesses in Travel, Insurance, Banking and Financial Services, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Healthcare, and Utilities to re-imagine their digital future and transform their outcomes with operational excellence.We deliver an entire spectrum of BPM services in finance and accounting, procurement, customer interaction services and human resources leveraging collaborative models that are tailored to address the unique business challenges of each client. We co-create and execute the future vision of 400+ clients with the help of our 44,000+ employees. Job Description Role Summary Experience in providing technical support on critical software platforms with strong problem-solving and communication skills and the willingness and flexibility to work well as part of a quality-oriented team. Manages queue health, shift coverage, performance, reporting, knowledge quality, and continuous improvement while directly supporting critical incidents and enterprise cases in a 24×7 model. Key Responsibilities Operational Leadership · Oversee day-to-day operations across shifts and channels · Monitor queue health, aging, SLA adherence, backlog, and escalations · Allocate workload based on priority, complexity, and impact · Primary operational escalation point for critical/high-value issues · Real-time decision-making during incidents and major issues · Ensure adherence to SOPs, ticket standards, macros, and quality expectations · Manage shift planning, coverage risks, leave balancing, and 24×7 continuity · Expertise in Zendesk; escalation governance; ticket quality management Team Management · Lead, mentor, and coach junior/senior analysts · Conduct performance and quality reviews; feedback sessions · Identify skill gaps; drive training, nesting, and knowledge development · Uphold productivity, quality, documentation, and CX standards · Support hiring, onboarding, and capability building · Foster culture of accountability, responsiveness, and ownership Required Qualifications · Bachelor’s degree in Computer Engineering or equivalent. · 5–7 years in platform/SaaS/technical/app support Qualifications B. Tech.

Responsibilities

The role involves overseeing day-to-day operations across shifts, monitoring queue health, managing escalations, and ensuring adherence to SOPs and quality standards in a 24x7 support model. Additionally, the position requires leading, mentoring, and coaching junior and senior analysts while fostering a culture of accountability.