REF99597Y_2026245189 - 4 to 7 years - Platform Support Analyst

Company Description

WNS, part of Capgemini, is an Agentic AI-powered leader in intelligent operations and transformation, serving more than 700 clients across 10 industries, including Banking and Financial Services, Healthcare, Insurance, Shipping and Logistics, and Travel and Hospitality. We bring together deep domain excellence – WNS’ core differentiator – with AI-powered platforms and analytics to help businesses innovate, scale, adapt and build resilience in a world defined by disruption.Our purpose is clear: to enable lasting business value by designing intelligent, human-led solutions that deliver sustainable outcomes and a differentiated impact. With three global headquarters across four continents, operations in 13 countries, 65 delivery centers and more than 66,000 employees, WNS combines scale, expertise and execution to create meaningful, measurable impact.

Job Description

Platform Support Lead

Experience : 4-7 yrs.
 

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 24×7 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 24×7 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

• Bachelor’s degree in Computer Engineering or equivalent.
• 5–7 years in platform/SaaS/technical/app support

  Platform Support Lead

  Experience : 4-7 yrs.
   

  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 24×7 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 24×7 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

• Bachelor’s degree in Computer Engineering or equivalent.
• 5–7 years in platform/SaaS/technical/app support

Qualifications

Bachelor’s Degree

Additional Information