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.

Roles & Responsibilities: -Knowledge and understanding of best practices for IT service management. (ITIL certification preferred)Ensuring that all processes used by the service desk are thoroughly documented, consistently audited, and regularly improved.Review the incidents to conclusion in line with SLAs and quality standards. Ultimate responsibility for ownership of all customers’ incidents or logged service requests and ensure timely responses.Provide data and reporting of KPI’s and trends to management and ad-hoc, weekly, monthly reports. Will drive Ticket Deep Dive and develop strategies for improvement.Deliver a comprehensive solution to the issues reported and analyze and identify repeated issues or potential escalations.Train, On-board and mentor Service Desk Specialists (Level 1).Ensure day-to-day SLAs are met by the team and adhere to resolution time as per SOP’s.Strong communication skills, including the ability to be influential and persuasive with stakeholder.Internal follow ups with other functions & manage client escalations.Well versed with ServiceNow Reporting and know how to prepare: - Monthly and yearly dashboard Weekly activity report (synthesis of the week, key issues, and action plan)Support Activity Report Proactively share trends and analysis with relevant Business groups

Candidate Profile (Required Qualifications): - B.Tech/B.E/MTech/MCA or Equivalent degree from an accredited educational institution in Information TechnologyOverall 5+ years of technical experience in IT support, with at least last 3 years as Support lead for medium to large scale system integration projects in information systemsStrong knowledge of standard hardware & software configurations, Storage and ComputingMust demonstrate sharp acumen to understand the contract conditions, SLA’s and business of the client.Hands-on experience providing end-user support in a high availability, mission critical support operation.Strong understanding of Customer Support and Helpdesk Best Practices (ITIL certification preferred)Must have a knack and experience of managing customer relationshipsMust have a drive for results and to make things happen & be proactive.Must demonstrate curiosity, versatility, dynamism, great autonomy and a good relationship with teams and hierarchy.Creative, self-motivated, problem-solving skills (thinks outside of the box)Strong communication & collaboration skills in a multi-cultural international environment Team player & good communication skillsStrong customer relationship skills to deal with customer and other stakeholders regarding support issues with authority.Tools : -ServiceNow & Dashboards CreationBasic Azure(AZ-900 certified) & SQL knowledgeAtlassian tools (JIRA & Confluence). Should be aware of MS-Office365 issues.