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.
Job Description• Delivery of L1 and L2 application support services to DUAL users to agreed Service Level Agreements.
• Managing your daily workload to ensure DUAL users receive the best possible service, always being aware of SLA’s and issues impacting live services.
• Liaising with 3rd party support companies and individuals (onshore and offshore) to resolve system issues and deliveries.
• Escalating issues to the Support Team Leader when in danger of failing agreed service levels and Business expectations.
• Examine complex problems, working with IS resources to determine root-cause application issues, identify the severity/impact, and propose fixes.
• Own major issues from initial report to resolution, communicating with customers regularly regarding issue status.
• Creating Knowledge Articles to capture process knowledge and best practices.
Qualifications• Graduate with Computers - B.Sc. (Computer Science) / BCA
Additional InformationPreferred:
Experience in ITIL Application Support ITIL V3 Foundation CertificateWorking knowledge of Basic SQLPrevious experience in providing application support for Insurance applications.