Jobs at WNS Global Services

Job Description

• The purpose of the Assistant IT Manager role is to assist the IT management team in maintaining, implementing, and improving IT system compliance, ownership of day-to-day IT support and processes adherence towards customer relationships and staff management.

Key accountabilities include but are not limited to:

• Reporting, Audit deliverables, change management, training, quality management are addressed and monitored to ensure deadlines and service levels are met and results delivered.
• To own incidents and requests to ensure completion in both the client and WNS infrastructure and IT environments.
• To ensure that policy and strategy is in compliance with defined standards and local compliance adherence.
• Ownership of Incidents and escalation and driving closure on a 24/7 basis.
• Should be able to understand Client requirement and provide appropriate solution for the same in discussion with local/functional team.
• The role will involve close coordination and project management of various internal and external technology groups to meet deliverables
• To maintain strategy in line with local/functional IT stakeholder needs and in keeping up with current best practice.
• To line manage and develop reporting IT team.
• Plan and priorities their workloads, set objectives, conduct appraisals and support in continuous improvement of their performance and results.
• Ensure high level of customer centricity and engagement, forming a partnership with the operations team.
• Act as a point of escalation for customers and manage their expectations.
• Ensure the alignment of technology, process and people to business objectives
• Monitor all projects and prepare schedule of all work within required timeframe and coordinate with resource managers and supervisors to evaluate all approvals.
• Draft reports on IT Service Delivery and present the data to the Senior Management Team
• Forefront Audits and collate /provide evidences and ensure audit compliance in all areas through out the year.
• Engage frequently with the customer to maintain awareness of customer expectations and service delivery experiences
• Be proactive and review business processes and suggest improvements, identify opportunities and risks and suggest appropriate action.
• Continuously evaluate staff performance and behavior and to take the necessary corrective actions where required

Qualifications

• Matric
• ITIL Certified (Beneficial)
• Tertiary IT Qualification (Required)
• Asset Management and Stock Control Experience (Required)
• Incident Management and Change Management Experience (Required)
• End-User Computing Management & Compliance Experience (including Anti-Virus, Patch-Management etc.) (Required)
• At least 5+ years of experience in an IT Team Management Role (Required)
• Additional informationTo be able to work on a 24/7 rotation basis if required.
• Broad general knowledge and awareness of the IT landscape (Required)
• Analytical and Practical motivated self starter. (Required)
• Be an IT specialist, but also have an understanding of commercial operations. (Required)
• Good Communicator (Required)
• Sound understanding of business processes and IT operations (Required)
• Assertiveness (Required)
• Good understanding of the ITIL Framework and implementation thereof (Advantageous)

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Job Description

• The purpose of the Desktop Support Technician role is to reactively and proactively support and maintain the IT Desktop Services & infrastructure through effective incident management, fault diagnosis, repair, preventative maintenance and daily service tasks. This role requires working shifts on a 24/7 rotation to support various customers.

These tasks include but are not limited to:

•  Maintaining and supporting the WNS business applications, and ensuring the reliability, availability and sustainability of information and communication resources.
•  Ensure that tickets are kept updated and incidents are managed, prioritized and escalated efficiently.
•  Installation, diagnosis, maintenance and repair of PC hardware, Telephony and related hardware as per business requirements
•  Ensure minimum downtime, proactively identify potential risks and suggest and drive solutions.
•  Respond to the business incidents and problems and escalate incidents when required.
•  Responsible for providing desktop support services to all departments and desktop users related to the operation of computer hardware, software and telecommunications
•  Respond, Diagnose and repair system faults within agreed SLA’s
•  Ensure tasks are completed to a high standard and to agreed timescales
•  Ensure that incidents are escalated accordingly and efficiently to the Tier 3 IT Support Team.
•  VoIP phone configuration and support
•  Ensure availability of the organizations VOIP/ Video Conference facilities and ensure it is tested daily and fully
•  Available to work shifts on a 24/7 rotation supporting US and UK hours, weekends, public holidays etc.
•  Willing to work after hours if required

Qualifications

• IT Qualification
• Grade 12 minimum