REF70513W_2025147668 - Senior Program Analyst - WTS - Application Support - Ecommerce Domain

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.

The Frontline Product Support team provides L1 & L2 support for multiple critical applications.

This role involves addressing issues reported or escalated by users or the Level 1 support team, monitoring applications for potential problems, and proactively resolving them.

You will manage high-severity incidents, either independently or in collaboration with other teams, to ensure swift and effective resolution.

Operating in a 24x7 environment, the team offers continuous support across all time zones, ensuring the reliability and stability of essential applications.



Key Responsibilities:

Diagnose, troubleshoot, and resolve complex issues across systems and applications.

Managing daily workload to users receive the best possible service, always being aware of SLA’s and issues impacting live services.

Delivery of L1 and L2 application support services to client users to agreed Service Level Agreements.

Manage high-severity incidents, minimizing downtime and coordinating with key stakeholders.

Demonstrate strong problem-solving skills to diagnose and fix complex issues across various systems and applications.

Ability to perform deep dives into logs, databases, and system metrics to determine the underlying cause of issues.

Perform proactive monitoring and address alerts before escalation.

Utilize monitoring tools to predict and prevent potential issues.

Perform in-depth analysis to identify the root cause of recurring issues and provide recommendations for permanent fixes.

Collaborate effectively with other teams, such as development, operations, and L3 support to resolve complex issues or deploy fixes.

Engage with customers for in-depth technical discussions, particularly in resolving complex issues.

Participate in post-mortem reviews to help improve future incident response.

Maintain and update runbooks and troubleshooting documentation.

Explain technical issues and resolutions clearly to non-technical stakeholders.

Handle multiple tickets and incidents concurrently, especially during critical situations.



Required Skills & Qualifications:



Strong understanding of retail media support services and workflows.

Excellent troubleshooting and analytical skills for diagnosing complex issues.

Experience in ITIL-based support environments with strict SLA/OLA adherence.

Experience in delivering exceptional, customer focused and service driven support delivery.

Proficiency in ticketing systems like JIRA, ServiceNow, and ZohoDesk.

Advanced SQL skills and experience with database tools (Oracle, PostgreSQL, SQL Developer, pgAdmin).

Basic knowledge of IIS, Linux, and Windows server environments.

Familiarity with cloud platforms (Azure, Google Cloud).

Strong communication skills to explain technical details to non-technical audiences.

Ability to work in 24x7 shifts, including night shifts and on-call rotations.

Hands-on experience with monitoring tools such as Grafana, New Relic, and App Dynamics.

Self-motivated, autonomous, detail oriented, passionate about delivering high quality services.

Good general understanding of Retail Media platforms and products.

Bachelors in Computer Science