Program Analyst – .Net Developer, BA, Tester

5 hours ago

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WNS

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B2B • Enterprise • SaaS

WNS is a global business process management company that operates across 13 countries with over 66 delivery centers and employs more than 62,000 people. The organization is committed to inclusivity and diversity, fostering a unique culture of co-creation and continuous learning. WNS offers various career opportunities across the Asia Pacific, Europe, Africa, and the Americas, and prides itself on its transparent and merit-based recruitment process. As a leader in its field, WNS focuses on nurturing future leaders and decision-makers while maintaining a strong emphasis on social responsibility through initiatives like the WNS Cares Foundation.

10,000+ employees

Founded 1996

🤝 B2B

🏢 Enterprise

☁️ SaaS

📋 Description

• Diagnose, troubleshoot, and resolve complex issues across systems and applications • Managing daily workload to users receive the best possible service, always being aware of SLA’s and issues impacting live services • Delivery of L1 and L2 application support services to client users to agreed Service Level Agreements • Manage high-severity incidents, minimizing downtime and coordinating with key stakeholders • Demonstrate strong problem-solving skills to diagnose and fix complex issues across various systems and applications • Ability to perform deep dives into logs, databases, and system metrics to determine the underlying cause of issues • Perform proactive monitoring and address alerts before escalation • Utilize monitoring tools to predict and prevent potential issues • Perform in-depth analysis to identify the root cause of recurring issues and provide recommendations for permanent fixes • Collaborate effectively with other teams, such as development, operations, and L3 support to resolve complex issues or deploy fixes • Engage with customers for in-depth technical discussions, particularly in resolving complex issues • Participate in post-mortem reviews to help improve future incident response • Maintain and update runbooks and troubleshooting documentation • Explain technical issues and resolutions clearly to non-technical stakeholders • Handle multiple tickets and incidents concurrently, especially during critical situations

🎯 Requirements

• 1 to 2 years of experience as a .Net Developer/ BA/Tester • Strong understanding of retail media support services and workflows • Excellent troubleshooting and analytical skills for diagnosing complex issues • Experience in ITIL-based support environments with strict SLA/OLA adherence • Experience in delivering exceptional, customer focused and service driven support delivery • Proficiency in ticketing systems like JIRA, ServiceNow, and ZohoDesk • Advanced SQL skills and experience with database tools (Oracle, PostgreSQL, SQL Developer, pgAdmin) • Basic knowledge of IIS, Linux, and Windows server environments • Familiarity with cloud platforms (Azure, Google Cloud) • Basic understanding of kubernetes environment and monitoring • Strong communication skills to explain technical details to non-technical audiences • Ability to work in 24x7 shifts, including night shifts and on-call rotations • Hands-on experience with monitoring tools such as Grafana, New Relic, and App Dynamics • Self-motivated, autonomous, detail oriented, passionate about delivering high quality services • Good general understanding of Retail Media platforms and products

🏖️ Benefits

• Competitive salary • Flexibility • Health insurance • Paid time off • Professional development opportunities