REF72873G- Incident Management - ITIL (5+ yrs ,- WFO - Mumbai )AM - EIT

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.

Roles and Responsibilities:

• Assess and validate major incidents, manage notifications and escalations as defined in the major incident management process.

• Manage and coordinate recovery actions and plans for major incidents to resolution.• Provide timely and informative updates to management, stakeholders, and users until incident closure.

• Monitor the incidents to ensure that the Service Level Agreements are adhered to both from a response and resolution perspective.

• Ensure the appropriate level of technical or functional support team is actively engaged.• Manage incident technical bridge calls and provide direction if further escalation is required.

• Ensure that accurate timelines of recovery plans and activities on major incidents are documented via detailed chronology

• Ticket generation, notifications and followups with relevant functional groups for service incidents ensure redundancy is maintained.

• TAM coordination for client notifications and issues.

• Planned / Emergency activity mailers and bridge initiation• Understand and track outstanding preventive actions and improvement plans for incidents escalated until closure for all aspects covered in the Root Cause Analysis report

• Ensure the closure of all resolved and end-user-confirmed Incident records

Behavioral Skills

• Effective Business Communication both written and verbal

• Active listening and probing skills• Attitude to feedback / willing to learn

• Positive attitude to adapt to new technologies / roles

• Team Player

Technical Skills:

• IT infrastructure overview• Knowledge and experience of supporting range of IT applications, platforms and technologies

• MS Office Intermediate

Bachelors degree, ITIL knowlegde and technical expertise

• 100% Work from Office (24 X7)
• Rotational shifts
• Current office location is Vikhroli however team will move to Thane (GB) in few month