REF87962BProgram Analyst WTS 1 to 2 years BA
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Job Location:
Monthly Salary:
Posted on:
20 days ago
Vacancies:
1 Vacancy
Job Summary
The Frontline Product Support team provides L1 & L2 support for multiple critical applications. This role involves addressing issues reported or escalated by users or the Level 1 support team monitoring applications for potential problems and proactively resolving them. You will manage high-severity incidents either independently or in collaboration with other teams to ensure swift and effective resolution. Operating in a 24x7 environment the team offers continuous support across all time zones ensuring the reliability and stability of essential Responsibilities: Diagnose troubleshoot and resolve complex issues across systems and applications. Managing daily workload to users receive the best possible service always being aware of SLAs and issues impacting live services. Delivery of L1 and L2 application support services to client users to agreed Service Level Agreements Manage high-severity incidents minimizing downtime and coordinating with key stakeholders. Demonstrate strong problem-solving skills to diagnose and fix complex issues across various systems and applications. Ability to perform deep dives into logs databases and system metrics to determine the underlying cause of issues. Perform proactive monitoring and address alerts before escalation. Utilize monitoring tools to predict and prevent potential issues. Perform in-depth analysis to identify the root cause of recurring issues and provide recommendations for permanent fixes. Collaborate effectively with other teams such as development operations and L3 support to resolve complex issues or deploy fixes. Engage with customers for in-depth technical discussions particularly in resolving complex issues. Participate in post-mortem reviews to help improve future incident response. Maintain and update runbooks and troubleshooting documentation. Explain technical issues and resolutions clearly to non-technical stakeholders. Handle multiple tickets and incidents concurrently especially during critical situations.
Qualifications :
Gather and document functional and technical requirements from business and technology stakeholders
Prepare BRD FRD TRD user stories and acceptance criteria
Work closely with developers to translate requirements into technical solutions
Understand system architecture APIs integrations and data flows
Create process flows sequence diagrams and system interaction diagrams
Support UAT SIT and validate system behavior against requirements
Assist in impact analysis for change requests and enhancements
Maintain requirement traceability matrix (RTM)
Remote Work :
Yes
Employment Type :
Full-time
Key Skills
- Project / Program Management
- Program Management
- Data Collection
- Military Experience
- Microsoft Powerpoint
- Earned Value Management
- Sharepoint
- Microsoft Project
- Budgeting
- DoD Experience
- Financial Management
- Contracts
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
