Service Desk/ Application support

Role Overview:

As a Technical Support Manager at WNS (Holdings) Limited, you will be responsible for providing technical support on critical software platforms. You will utilize your strong problem-solving and communication skills to work effectively as part of a quality-oriented team. Your role will involve managing queue health, shift coverage, performance, reporting, knowledge quality, and continuous improvement while directly supporting critical incidents and enterprise cases in a 24x7 model.

Key Responsibilities:

• 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
• Act as the primary operational escalation point for critical/high-value issues
• Make real-time decisions during incidents and major issues
• Ensure adherence to SOPs, ticket standards, macros, and quality expectations
• Manage shift planning, coverage risks, leave balancing, and ensure 24x7 continuity
• Demonstrate expertise in Zendesk; escalation governance; and ticket quality management

Team Management:

• Lead, mentor, and coach junior/senior analysts
• Conduct performance and quality reviews, feedback sessions
• Identify skill gaps and drive training, nesting, and knowledge development
• Uphold productivity, quality, documentation, and CX standards
• Support hiring, onboarding, and capability building
• Foster a culture of accountability, responsiveness, and ownership within the team

Qualification Required:

• Bachelors degree in Computer Engineering or equivalent
• 5-7 years of experience in platform/SaaS/technical/app support

Note: B. Tech qualification is also accepted.

(Note: Omitting additional company details as it was not mentioned in the job description) Role Overview:

As a Technical Support Manager at WNS (Holdings) Limited, you will be responsible for providing technical support on critical software platforms. You will utilize your strong problem-solving and communication skills to work effectively as part of a quality-oriented team. Your role will involve managing queue health, shift coverage, performance, reporting, knowledge quality, and continuous improvement while directly supporting critical incidents and enterprise cases in a 24x7 model.

Key Responsibilities:

• 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
• Act as the primary operational escalation point for critical/high-value issues
• Make real-time decisions during incidents and major issues
• Ensure adherence to SOPs, ticket standards, macros, and quality expectations
• Manage shift planning, coverage risks, leave balancing, and ensure 24x7 continuity
• Demonstrate expertise in Zendesk; escalation governance; and ticket quality management

Team Management:

• Lead, mentor, and coach junior/senior analysts
• Conduct performance and quality reviews, feedback sessions
• Identify skill gaps and drive training, nesting, and knowledge development
• Uphold productivity, quality, documentation, and CX standards
• Support hiring, onboarding, and capability building
• Foster a culture of accountability, responsiveness, and ownership within the team

Qualification Required:

• Bachelors degree in Computer Engineering or equivalent
• 5-7 years of experience in platform/SaaS/technical/app support

Note: B. Tech qualification is also accepted.

(Note: Omitting additional company details as it was not mentioned in the job description)