WNS, part of Capgemini, is an Agentic AI-powered leader in intelligent operations and transformation, serving more than 700 clients across 10 industries, including Banking and Financial Services, Healthcare, Insurance, Shipping and Logistics, and Travel and Hospitality. We bring together deep domain excellence - WNS’ core differentiator - with AI-powered platforms and analytics to help businesses innovate, scale, adapt and build resilience in a world defined by disruption.Our purpose is clear: to enable lasting business value by designing intelligent, human-led solutions that deliver sustainable outcomes and a differentiated impact. With three global headquarters across four continents, operations in 13 countries, 65 delivery centers and more than 66,000 employees, WNS combines scale, expertise and execution to create meaningful, measurable impact.

Pre-Requisite

• Strong hands-on, technical and subject matter expertise in End User computing Technologies and managing IT BAU operations.
• In-depth hands-on experience in handling 24*7 operations in outsourcing industry.
• Flexible person with the ability to manage stressful situations and adapt to rapidly changing environments and requirements.
• Ability to provide supports as required; 24×7 support in rotating shifts
• Analytical thinker willing to “think outside the box” to resolve customer impacting situations on first contact; understand customer requirements.
• Lead the team from front
• Exceptional documentation, presentation and communication skills.

Responsibilities

Operations Management

• Run day to day IT Operation as Usual (BAU) functions on 24*7 basis

• Handle on all areas of  operations/delivery   including incident, problem and change management as per ITIL framework
• To ensure IT SLAs are managed and monitored as per SLA agreements ( Client and Internal WNS)
• Handle complex escalations and provide support to team members
• Provide support and participate in Severity 1 and Severity 2 incidents.
• Focus on incident reduction activities and assist in creating of Service improvement  program
• Keep a track of Risk ,issues, and ensure compliance towards set account specific Rule of Engagement
• Ensure IT compliance is met or exceeded as per agreed norm
• Ensure Asset compliance activities  such as keeping track of asset inventory ,licensing con
• IT vendor management
• Leads  weekly and monthly governance calls / report
• Identify  challenging assignments and project and Execute them  along with BAU
• Maintains and develops process, policies and procedures as required
• Transition support including Knowledge transfer, provisioning  and implementation of new accounts into the shared environment

People Management

• Oversee the management of resources i.e Skills , Numbers
• Plan and Manage Monthly Shift roaster
• Review the need of resources and skills with in the team and plan for skill development programs ( technical as well as client handling)
• Mentor and conduct training programs
• Identify  and develop high potential employees in order to build operational bench strength and excellence
• Creates and presents annual evaluations, performance development plans, KRA
• Conduct weekly meeting with the team and Conveys clear expectations
• Fosters teamwork and shows commitment to team objectives, promotes collaboration and removes obstacles

Experience

• Between 12-15 years

Technical and Other Skills

• Knowledge of ITIL, Good Communication and Presentation Skills. Passion to work on Service delivery and core technologies.

Training and Certification (optional)

• Microsoft Certification, PMP or PRINCE , ITIL

Education

• Any graduate