Jobs at WNS Global Services SA

Job Description

• The purpose of the Snr Program Analyst 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.
• 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 
• Attend to all the calls forwarded by the EIT Service Desk and by the Incident management team.
• Ensure calls are resolved within the SLA agreed upon with documented closure under the service desk tool.
• Escalate with documented evidence to the next level as and when required, to the respective teams (Server, NMC, IT Security, IT SDM & Service delivery) and follow up on its closure with a complete resolution.
• Ensure adherence to operational & technical escalation process (escalation Matrix)
• Provide accurate information in the shift handovers and on email to the respective function managers.
• Asset Tagging, Patching, and cabling of the relevant function Assets
• Good communication skills (in English) with internal & external clients of WNS
• 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 2/3 IT Support Team.
• 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

• Matric
• A+
• ITIL Certified (Beneficial)
• Tertiary IT Qualification (Beneficial)
• Asset Management and Stock Control Experience (Beneficial)
• Incident Management and Change Management Experience (Beneficial))
• End-User Computing Management & Compliance Experience (including Anti-Virus, Patch-Management etc.) (Beneficial)

go to method of application »

Job Description

• This position is responsible for leading and managing multi-process BPO operations to deliver exceptional service performance, client satisfaction, and operational excellence. This role drives strategic execution, ensures service delivery compliance, and builds a high-performance culture aligned to client and organizational goals.

Key Responsibilities:

Strategic Leadership

• Lead overall service delivery and operational performance for assigned business units and client accounts.
• Develop and execute operational strategies that align with company goals, client requirements, and growth objectives.
• Translate business vision into measurable action plans for teams across sites.
• Identify opportunities for process improvement, automation, and efficiency gains.

Client Relationship Management

• Act as the primary operational contact for key clients.
• Build strong, trust-based partnerships with clients through transparent communication and consistent delivery.
• Anticipate client needs and proactively offer solutions to improve satisfaction and retention.

Operational Delivery & Performance Management

• Ensure achievement of all contractual SLAs/KPIs.
• Oversee workforce management, capacity planning, and forecasting to optimize staffing and costs.
• Monitor process health through dashboards, root-cause analysis, and performance governance.
• Drive continuous improvement initiatives leveraging Lean, Six Sigma, or automation practices.

People Leadership & Development

• Lead large, multi-layered teams.
• Build a culture of accountability, ownership, and service excellence.
• Partner with HR and L&D to improve attrition, engagement, and talent development metrics.
• Coach and mentor next-level leaders for succession readiness.

Financial & Commercial Management

• Own P&L for assigned business units; manage revenue, cost, and profitability targets.
• Review and approve budgets, resource allocation, and cost optimization initiatives.
• Support pricing, contract renewals, and new business transitions in partnership with finance and business development.

Transition & Transformation

• Oversee smooth transitions of new processes or clients into operations.
• Partner with implementation and IT teams to ensure seamless knowledge transfer and ramp-up.
• Drive digital transformation and automation adoption to enhance customer experience and efficiency.

Governance & Compliance

• Ensure compliance with company policies, client requirements, and regulatory standards.
• Maintain operational risk controls and data security protocols.

Qualifications
Qualifications & Experience:

• Bachelor’s degree in Business Administration, Operations Management, or related field
• 12+ years of total BPO / contact center experience with at least 3 years in a senior operational leadership role
• Experience managing multi-client operations preferred
• Domain expertise in Utilities desirable
• Certification in Lean Six Sigma is an advantage

Required Skills & Competencies:

• Strong operational leadership in large-scale BPO / contact center environments
• Proven client management and stakeholder communication skills
• Analytical and data-driven decision-making approach
• Strong understanding of workforce management, quality, and performance metrics
• Exposure to Lean, Six Sigma, or continuous improvement methodologies
• Excellent people management, coaching, and motivational skills
• Financial acumen with P&L management experience
• High adaptability and crisis management ability