REF99597Y_2026245189 - 4 to 7 years - Platform Support Analyst
Posted 5 days ago
Job Description
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 performance and quality reviews; feedback sessions
- Identify skill gaps; drive training, nesting, and knowledge development
- Uphold productivity, quality, documentation, and CX standards
- Support hiring, onboarding, and capability building
- Foster culture of accountability, responsiveness, and ownership
Required Qualifications
- Bachelor’s degree in Computer Engineering or equivalent.
- 5–7 years in platform/SaaS/technical/app support
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 performance and quality reviews; feedback sessions
- Identify skill gaps; drive training, nesting, and knowledge development
- Uphold productivity, quality, documentation, and CX standards
- Support hiring, onboarding, and capability building
- Foster culture of accountability, responsiveness, and ownership
Required Qualifications
- Bachelor’s degree in Computer Engineering or equivalent.
- 5–7 years in platform/SaaS/technical/app support
Qualifications
Bachelor’s Degree
Other open roles at WNS Global Services(6)
WNS helps global businesses Outsmart the Future through innovative business transformation, analytics, and digital solutions that deliver sustainable growth.
Key team members
Burt Salop
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