Current Opportunities at WNS Global Services SA

Job Description

• The purpose of the Group IT Manager role is to assist the IT management team in maintaining, implementing, and improving IT system compliance, ownership of day-to-day IT support and processes adherence towards customer relationships and staff management.

Key accountabilities include but are not limited to:

• To own incidents and requests to ensure completion in both the client and WNS infrastructure and IT environments.
• To ensure that policy and strategy is in compliance with defined standards and local compliance adherence.
• Should be able to understand Client requirement and provide appropriate solution for the same in discussion with local/functional team.
• The role will involve close coordination and project management of various internal and external technology groups to meet deliverables
• To maintain strategy in line with local/functional IT stakeholder needs and in keeping up with current best practice.
• To line manage and develop reporting IT team. Plan and priorities their workloads, set objectives, conduct appraisals and support in continuous improvement of their performance and results.
• Ensure high level of customer centricity and engagement, forming a partnership with the operations team.
• Act as a point of escalation for customers and manage their expectations.
• Ensure the alignment of technology, process and people to business objectives
• Monitor all projects and prepare schedule of all work within required timeframe and coordinate with resource managers and supervisors to evaluate all approvals.
• Draft reports on IT Service Delivery and present the data to the Senior Management Team
• Engage frequently with the customer to maintain awareness of customer expectations and service delivery experiences
• Be proactive and review business processes and suggest improvements, identify opportunities and risks and suggest appropriate action.
• Continuously evaluate staff performance and behavior and to take the necessary corrective actions where required
• Broad general knowledge and awareness of the IT landscape (Required)
• Analytical and Practical motivated self starter. (Required)
• Be an IT specialist, but also have an understanding of commercial operations. (Required)
• Good Communicator (Required)
• Sound understanding of business processes and IT operations (Required)
• Assertiveness (Required)
• Good understanding of the ITIL V3 Framework and implementation thereof (Required)
• Adaptable individual. Willing to support US Campaigns and hours. BPO experience (Advantageous)

Qualifications

• ITIL V3 Certified (Advantageous)
• Business knowledge (Required)
• Project Management (Advantageous)
• Tertiary IT Qualification (Required)
• At least 12+ years of experience in an IT Team Management Role (Required)

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Job Description

• The purpose of the 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.
•  VoIP phone configuration and support
•  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

• IT Qualification
• Grade 12 minimum

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Job Description

• The purpose of Assistant IT Manager role is to assist the IT management team in maintaining, implementing, and improving IT system compliance, ownership of day-to-day IT support and processes adherence towards customer relationships and staff management.

Key accountabilities include but are not limited to:

• Reporting, Audit deliverables, change management, training, quality management are addressed and monitored to ensure deadlines and service levels are met and results delivered.
• To own incidents and requests to ensure completion in both the client and WNS infrastructure and IT environments.
• To ensure that policy and strategy is in compliance with defined standards and local compliance adherence.
• Ownership of Incidents and escalation and driving closure on a 24/7 basis.
• Should be able to understand Client requirement and provide appropriate solution for the same in discussion with local/functional team.
• The role will involve close coordination and project management of various internal and external technology groups to meet deliverables
• To maintain strategy in line with local/functional IT stakeholder needs and in keeping up with current best practice.
• To line manage and develop reporting IT team, plan and priorities their workloads, set objectives, conduct appraisals and support in continuous improvement of their performance and results.
• Ensure high level of customer centricity and engagement, forming a partnership with the operations team.
• Act as a point of escalation for customers and manage their expectations.
• Ensure the alignment of technology, process and people to business objectives
• Monitor all projects and prepare schedule of all work within required timeframe and coordinate with resource managers and supervisors to evaluate all approvals.
• Draft reports on IT Service Delivery and present the data to the Senior Management Team
• Forefront Audits and collate /provide evidences and ensure audit compliance in all areas through out the year.
• Engage frequently with the customer to maintain awareness of customer expectations and service delivery experiences
• Be proactive and review business processes and suggest improvements, identify opportunities and risks and suggest appropriate action.
• Continuously evaluate staff performance and behavior and to take the necessary corrective actions where required

Qualifications

• Grade 12
• Relevant IT Qualification
• Available to work shifts on a 24/7 basis supporting UK and US hours as well as weekends and Public Holidays