WNS Global Services
Location
Mumbai | India
Job description
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.
Experience :
• 8 to 12 years of Vast Experience in IT Operations / IT Service Desk lead
• Bachelor/ Masters of Science or equivalent.
Responsibilities :
• Understanding of email servers such as Exchange 2016/2019, Exchange Online, Ice warp
• Ensure all Service Desk tickets are resolved within WNS agreed SLA.
• Ensure adherence to operational & technical escalation process (escalation Matrix)
• Exploring avenues on Automating and reducing the operational time for shift engineers.
• Experience in global program management
• Work in tandem with EUC Practice and EUS Operations to improve operational efficiency
• Improve cost competitiveness through CIPs.
• Experience in Service Delivery, Service Management,
• Support and Maintain IT Infrastructure Operations in End User computing technologies.
• Ability to lead End User Computing Technology domains.
• Manage teams and Operation related activities pertaining to EUC.
• Effective communication skills in both verbal and written English
• Client focused with regards to service delivery
• Self-driven and able to work independently or within a team
• Good analytical and troubleshooting skills (the ability to think logically through a problem)
• Must have the initiative, tenacity and commitment to see problems through to resolution
• Able to respond to and resolve client queries and requests in a timely manner
• Works well in a team. An ability to work well under pressure
• A flexible approach with - Can do- attitude
• Ability to work at any time as business needs and provide out of hour's on-call support
• Ability to provide clear and concise documentation
• Good 3rd Party Liaison, wherever required for end User Computing technologies.
• Conducting detailed analysis of technical environment
• Active Directory Windows Server Related Functional Support for GPO, Radius, CA, ADFS and Other Domain Relevant Services.
• Independently manage and perform engineering role for large scale Active Directory efforts and initiatives.
• Serve as subject matter expert in the area of Active Directory engineering and support act as in the area of PKI infrastructure engineering and support.
• Set up/troubleshoot Windows desktop environments (Active Directory, Group Policy Management) prior to VDI deployments.
• Deployment (FIM) Forefront Identity Manager server for Active Directory synchronization.
• Analyse, design, and implement highly complex, enterprise level Active Directory and Directory Services solutions.
• Support migration of Active Directory and related platforms to the Cloud.
• Analyse current Active Directory environment to identify both technical and operational challenges and develop continuous improvement action plans.
• Analyse network security requirements and implement perimeter security changes.
• Serve as a subject matter expert in coordinating and troubleshooting with customers, other infrastructure support activities and business units.
• Develop network documentation of security infrastructure
• Monitor network performance and implement performance tuning as necessary.
• Performs data backups and restoration of managed systems.
• Assist in the certification and accreditation process for managed systems and networks.
Expectations :
• Excellent problem-solving skills and the ability to troubleshoot and resolve complex technical issues.
• A bachelor’s degree in telecommunications, electronics engineering technology, computer science, information systems management, or a related field is required for this position.
• 8 to 12 years of work experience in the IT industry with two or more years of VOIP expertise.
• Excellent knowledge of IP networks and technologies such as NAT, DHCP, DNS, VLAN, MPLS, and WAN
• Strong background in TCP/IP networking specifications, performance improvement techniques, network management tools, and methodologies.
• Working knowledge of network topologies such as LANs, WANs, MANs, and wireless networks.
• Knowledge of Open Source VOIP solutions is a plus.
• Good working knowledge in Microsoft modern workplace and O365.
• Must have good knowledge of Azure AD and related technologies.
• Good knowledge of network concepts (e.g., TCPIP, Windows/Mac, Networking, Wireless, Ethernet)
• Specialist technical experience, ideally within a Desktop support role of which at least 9 years must be in a support role.
Bachelor’s Degree
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