WNS India Looking for REF38478C – Sr. Program Analyst – EIT – Desktop Support Management – Vizag at Visakhapatnam, Andhra Pradesh Full Time

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.

Job Description

Project governance for all deliverables.

Ensure Service Levels are consistently met with continuous improvement.

Daily monitoring of tickets across locations.

Weekly calls with location SPOCs for SDP Tickets / Change Request / Ramp ups – Ramp down.

Pro Active – Inventory management, EPO Compliance, SCCM Compliance.

Ensure right skill resource availability across locations.

Structured engagements for continuous improvement.

Regular team engagement (Weekly / Monthly) to understand their pain areas & action accordingly.

Regular engagement with customer (Weekly / Monthly) to understand their requirements and align accordingly.

Highlighting risk & mitigation plan on resource front to internal management to ensure uninterrupted support.

Improve Quality of Service through automation and by enhancing the teams technical & presentational skills.

To facilitate & conduct regular trainings for the deployed resources to improve their skills & overall approach to support program efficiency.

Define & track individual performance parameters to maintain SLA metrics.

To conduct regular audits on the internal process adherence, perform gap analysis and take appropriate steps wherever necessary.(Internal and External)

Ensuring optimize sizing of resources with zero impact to SLA.

Data Analysis with right vision & corrective actions, reporting the same to customer management.

Should be able to Handle HR / Administrative / Statuary Compliances for Deployed resources.

Ensuring Readiness of required data & compliances to meet the Audit requirements.

Fulfillment of ADHOC Project requirements.

Qualifications

Graduation