REF97638CService Desk Application support- Pune (WFO) 4 to 7 years

Pune - India

Monthly Salary: Not Disclosed

Posted on: 5 hours ago

Vacancies: 1 Vacancy

Job Summary

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 :

B. Tech.

Remote Work :

Employment Type :

Full-time

Role SummaryExperience 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 a...

Key Skills

Children Activity
Access Control
Human Resources Administration
Government
Actuary
Hydraulics

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About Company

WNS Global Services

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

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