Director_REF50481B_ADM - Infra & Service Desk Lead_WTS_Gurgaon

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 66,000+ employees.

Director - (Application Development & Maintenance)-  Infra & Service Desk Lead (L1 Support) role for Technology Services

Work Location : Gurgaon

• Manage end-to-end 24X7 ServiceDesk portfolio supporting multiple accounts and multiple applications, contribute to the planning of application releases and configuration changes
• Expert in stakeholder management, client relationship management
• Ensure defining and meeting/exceeding Service levels
• Responsible for Growth and P&L and margins for the account, negotiating contracts. Responsible for onsite/offshore team performance.
• The ability to build a cohesive team and to manage people effectively.
• Have the ability for Setting up the Learning & Development plans for the team
  • Manage Client relationship at VP/ director level
• Ensure the timely and successful delivery of L1 support according to customer needs and objectives
• Clearly communicate the progress of monthly/quarterly initiatives to internal and external stakeholders
• Develop new business with existing clients and/or identify areas of improvement and strategies to allow Application Support to manage resultant problems
• Forecast and track key account metrics and Prepare reports on account status and present them to internal and client stakeholders
• Own, coach and develop a team of support analyst and managers, provide thought leadership and guidance to reporting outputs, coaching them on incident management process
• Drives the Risk management and SLA adherence
• Identify ways to improve the customer support experience throughout the lifecycle of a ticket
  • Lead and prioritize the Application Support team's work load
• Manage and Own the Problem Management Process
• Provide technical leadership, 2nd/3rd line Application Support on complex internally and externally developed applications and input to the implementation, backup and roll-back plans
• Ensure there are robust procedures and processes within the application support function
• Follow appropriate departmental and company procedures and policies (i.e. change control, security and auditing, release, configuration, problem and incident management)

• Overall Experience of 18+ years into Technology
• Minimum of 10 to 12 years' experience in managing L1 Application support teams/Incident management, ITIL Service Delivery and Support, preferably with a formal ITIL qualification (or their equivalents outside of the ITIL framework)
• Demonstrable ability to communicate, present and influence key stakeholders at all levels of an organization, including executive and C-level
• Experience setting up and managing 'Managed services team'
• Should have experience in Servicenow or similar tools
• Should have experience working with customers and setting up and refining the process for incident management teams
• Strong communication skills at senior management internally and externally
• Experience delivering client-focused solutions to customer needs
• Proven ability to juggle multiple account management projects at a time, while maintaining sharp attention to detail
• Negotiation skills and ability to frame the product value proposition to customers/partners
• Demonstrated history of leadership, managing teams and project
• Experience guiding the team to work on creation of SOP and KEDB and improvise the incident management process