Platform Support Analyst

Job Description As a Platform Support Lead at WNS, you will utilize your 4-7 years of experience to provide technical support on critical software platforms. You will need to showcase strong problem-solving skills and effective communication abilities. Your role will involve working collaboratively as part of a quality-oriented team, managing queue health, shift coverage, performance, reporting, and continuous improvement, all while directly addressing critical incidents and enterprise cases in a 24x7 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 - 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 24x7 continuity - Possess expertise in Zendesk, escalation governance, and ticket quality management - Team Management - Lead, mentor, and coach junior/senior analysts - Conduct performance and quality reviews, as well as 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 Qualifications Required - Bachelor's degree in Computer Engineering or equivalent - 5-7 years of experience in platform/SaaS/technical/app support Company Description WNS, part of Capgemini, is a leader in intelligent operations and transformation, serving a diverse range of clients across various industries. With a strong focus on deep domain excellence and AI-powered platforms, WNS aims to help businesses innovate, scale, and build resilience in today's disruptive world. With a global presence and a dedicated team of over 66,000 employees, WNS delivers sustainable outcomes and meaningful impact to its clients. Job Description As a Platform Support Lead at WNS, you will utilize your 4-7 years of experience to provide technical support on critical software platforms. You will need to showcase strong problem-solving skills and effective communication abilities. Your role will involve working collaboratively as part of a quality-oriented team, managing queue health, shift coverage, performance, reporting, and continuous improvement, all while directly addressing critical incidents and enterprise cases in a 24x7 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 - 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 24x7 continuity - Possess expertise in Zendesk, escalation governance, and ticket quality management - Team Management - Lead, mentor, and coach junior/senior analysts - Conduct performance and quality reviews, as well as 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 Qualifications Required - Bachelor's degree in Computer Engineering or equivalent - 5-7 years of experience in platform/SaaS/technical/app support Company Description WNS, part of Capgemini, is a leader in intelligent operations and transformation, serving a diverse range of clients across various industries. With a strong focus on deep domain excellence and AI-powered platforms, WNS aims to help businesses innovate, scale, and build resilience in today's disruptive world. With a global presence and a dedicated team of over 66,000 employees, WNS delivers sustainable outcomes and meaningful impact to its clients.