Job Description

Company 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. Our global footprint spans 16 countries with 61 delivery centers worldwide including in China, Costa Rica, India, the Philippines, Poland, Romania, South Africa, Spain, Sri Lanka, Turkey, United Kingdom and the United States.



Group Manager Enterprise IT Group Manager IT role is to assist the IT management team in maintaining, implementing, and improving IT system, processes and to take leadership and ownership of customer relationships, and staff management. Key Role & Responsibilities Manage IT Operations at the WNS Sites ensuring maximum uptime and compliance of the desktop, servers, voice and data infrastructure. Hands-on trouble shooting experience on IT issues. Internal/External client management. Team management. Developing and implementing IT policy and best practice guides for the organization Conducting regular system audits Overseeing and determining timeframes for major IT projects including system updates, upgrades, migrations and outages Ensure that team meetings are held weekly and the interaction between the team members is monitored and kept healthy and productive. To manage the day-to-day planning, operation and problem-solving of a team and ensure smooth running of the operations Ensure high level of customer centricity and engagement, forming a partnership with the operations team. Promote team cohesion and ownership. Motivate and inspire the IT team to achieve targets. Evaluate staff performance and provide appropriate feedback. Organize trainings for staff in their assigned job responsibilities. Motivate and supervise staffs to meet departmental goals. Assist in interviewing, hiring and training new candidates. Ensure that team follows company quality and service standards. Determine staffing needs and develop work plan based on work volume. Manage the conflict resolution among the team members Participate in employee retention and termination activities. Running and sharing regular operation system reports with senior staff Apply strategic thinking where people, process and technology management is concerned. 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. To conduct regular audits on the internal process adherence, perform gap analysis and take appropriate steps wherever necessary.(Internal and External) Ensuring Readiness of required data & compliances to meet the Audit requirements. Should be able to Handle HR / Administrative / Statuary Compliances for Deployed resources. Ensure Service Levels are consistently met with continuous improvement. Daily monitoring of tickets across locations. Weekly calls with location SPOCs for Tickets / Change Request / Ramp ups \xe2\x80\x93 Ramp down. Pro Active - Inventory management, EPO Compliance, SCCM Compliance. Ensure right skill resource availability across locations. 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.

Qualifications

Master or Bachelor degree in Engineering/Computer Science /Information Technology/MCA ITIL V3 Certified (Desirable) Management Qualification MBA/MMS/DBA (Desirable) Project Management (Desirable) Professional Certifications -Microsoft, Networking, Cloud-Azure, Security (Desirable) Hardware knowledge of Desktops/ Laptops/ Peripherals (Desirable) Ticketing tools \xe2\x80\x93 (Desirable)