REF99597Yto 7 years Platform Support Lead
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Job Summary
Platform Support Lead
Experience : 4-7 yrs.
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 247 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 247 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
- Bachelors degree in Computer Engineering or equivalent.
- 57 years in platform/SaaS/technical/app support
Platform Support Lead
Experience : 4-7 yrs.
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 247 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 247 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
- Bachelors degree in Computer Engineering or equivalent.
- 57 years in platform/SaaS/technical/app support
Qualifications :
Bachelors Degree
Remote Work :
No
Employment Type :
Full-time
About Company
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 busin ... View more
