Job Description

Company DescriptionWNS (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.

• Driving the efficiency and effectiveness of the incident management process Monitoring the effectiveness of incident management and making recommendations for improvement Ensuring notifications and escalations for major incidents are adhered to as defined in the major incident management process. Manage recovery actions and IM team coordination for major incidents to resolution. Provide timely and informative updates to management, stakeholders, and users until incident closure. Service Level Agreements management for severity response and resolution Identify, initiate, schedule, and conduct incident reviews Ensure the appropriate level of technical or functional support team is actively engaged. Follow internal escalation matrix and inform relevant functional leader during an outage 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 and presented to relevant functional heads. Participate in post-incident root cause analysis (RCA) as required and follow up on improvement plans. Collaborating with SolarWinds team for every severity for proactive root cause identifiation Scheduling problem management calls and tracking till long-term mitigation is outlined Understand and track outstanding preventive actions and improvement plans for incidents escalated until closure for all aspects covered in the Root Cause Analysis report Managing team rosters and peak hours as per the issues identified in the monthly heat map. Outlining IM team KPIs and providing timely feedback to every team member Maintaining a severity knowledge repository for major incidents including work arounds Provide monthly incident trend updates to EIT stakeholders and leadership. Be able to manage incidents on a 24X7 on-call rotational basis Reviewing and auditing the process Providing severity evidences for ISO 27001 audits when required Good Understanding of IT Infrastructure (Network / Server / IT Security) ADHOC and scheduled presentation / reports to EIT stakeholders Liaising with HR for backfill including conducting interviews

WNS Global Services