WNS Global Services
Logistics, Travel and Hospitality, Banking and Financial Services, Healthcare, Insurance
PlatformSupportLead
Neural analysis suggests this role is
optimal for entry candidates.
“Platform Support Lead at WNS Global Services. Skills: Platform Support Lead, operational leadership, team management. Manages queue health, shift coverage, performance, reporting, knowledge quality, and continuous improvement. directly supporting critical incidents and enterprise cases in a 24×7 model”
What You'll Achieve.
queue health; shift coverage; performance; reporting; knowledge quality; continuous improvement; SLA adherence; backlog; escalations; productivity; quality; CX standards; lasting business value; sustainable outcomes; differentiated impact
Industry & Context.
problem-solving
24×7 model
What They're Looking For.
Must Have
Bachelor’s degree in Computer Engineering or equivalent., 4-7 years in platform/SaaS/technical/app support
What You'll Do.
and continuous improvement
directly supporting critical incidents and enterprise cases in a 24×7 model
Oversee day-to-day operations across shifts and channels
Allocate workload based on priority
Primary operational escalation point for critical/high-value issues
Real-time decision-making during incidents and major issues
Ensure adherence to SOPs
and quality expectations
Manage shift planning
Expertise in escalation ticket quality management
and coach junior/senior analysts
Conduct performance and quality feedback sessions
Identify skill drive training
and knowledge development
and capability building
Foster culture of accountability
How You'll Work.
Team & Collaboration
cross-functional coordination; Lead, mentor, and coach junior/senior analysts; Conduct performance and quality feedback sessions; Support hiring, onboarding, and capability building
Communication Scope
communication skills
Full Job Description
WNS, part of Capgemini, is an Agentic AI-powered leader in intelligent operations and transformation, serving more than 700 clients across 10 industries, including Banking and Financial Services, Healthcare, Insurance, Shipping and Logistics, and Travel and Hospitality. We bring together deep domain excellence – WNS’ core differentiator – with AI-powered platforms and analytics to help businesses innovate, scale, adapt and build resilience in a world defined by disruption.Our purpose is clear: to enable lasting business value by designing intelligent, human-led solutions that deliver sustainable outcomes and a differentiated impact. With three global headquarters across four continents, operations in 13 countries, 65 delivery centers and more than 66,000 employees, WNS combines scale, expertise and execution to create meaningful, measurable impact. Platform Support Lead Experience : 4-7 yrs. 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 perform
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