Service Desk and Application Support Lead

REF97638C_2026233623 - Service Desk/ Application support- Pune (WFO) - 4 to 7 years

Company Description

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

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

B. Tech.

Experience Level

Senior Level