REF97643C_2026233727 - Platform Support Analyst - 1 to 5 years - Pune Weikfield WFO

wnsglobalservices144

Pune, MH, India permanent

Posted: March 24, 2026

Required Skills

Job 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.

Senior Platform Support Analyst

Experience : 1-4 yrs.

Role Summary

Advanced platform support role for complex ticket resolution, in-depth troubleshooting, and handling escalations across product, labs, enterprise admin, and billing/account operations. Requires strong understanding of escalation vs. resolution, coaching juniors, and maintaining excellent customer experience in a 24×7 environment.

Key Responsibilities

• Own complex/escalated cases across email, live chat, and queues
• Troubleshoot advanced access, account setup, enterprise roles, team hierarchy, content availability, onboarding
• Analyze history, impact, configuration, and dashboards to identify root cause and resolution path[CC1] 
• Create/link/track JIRA issues for product defects
• Coordinate labs, mobile app, account disputes, refunds, content issues, sales handoffs, enterprise support
• Collaborate with product/engineering/lab/content/CS/sales for timely resolution
• Apply priority judgment by business impact, customer type, severity
• Handle subscription modifications, coupon flows, account workflows as per policy
• Review ticket quality; mentor juniors on categorization, comms, troubleshooting
• Create/maintain KB articles, macros, SOP improvements for recurring problems[CC2] 
• Identify trends and suggest improvements, training, automation
• Participate in queue reviews, backlog reduction, SLA recovery, and quality initiatives
• Drive urgent communication and escalate to L2/engineering/specialists as needed

Required Qualifications

• Bachelor’s degree in Computer Engineering or equivalent.
• 3–5 years in platform/SaaS/application/e-learning/technical support
• Strong hands-on with ticketing systems and structured escalations
• Understanding of SLA-driven operations and cross-functional resolution
• Strong English Written & Verbal communication.
• Customer escalation handling and sensitive billing cases
• Clear written communication and stakeholder coordination
• Operate independently on ambiguous issues and route correctly
• KB/SOP/macro usage and dashboard-driven operations
• Prioritization by severity/impact and service recovery
• Awareness of automation in support ops

 [CC1]Not a must have

 [CC2]Not a must have

Bachelors Degree

Why Apply Through MisuJob?

AI-Powered Job Matching: MisuJob uses advanced artificial intelligence to analyze your skills, experience, and career goals. Our matching algorithm compares your profile against thousands of job requirements to find positions where you have the highest chance of success. This saves you hours of manual job searching and ensures you only see relevant opportunities.

One-Click Applications: Once you create your profile, applying to jobs is effortless. Your resume and cover letter are automatically tailored to highlight the most relevant experience for each position. You can apply to multiple jobs in minutes, not hours.

Career Intelligence: Beyond job matching, MisuJob provides valuable career insights. See how your skills compare to market demands, identify skill gaps to address, and understand salary benchmarks for your experience level. Make data-driven decisions about your career path.

Frequently Asked Questions

How do I apply for this position?

Click the "Register to Apply" button above to create a free MisuJob account. Once registered, you can apply with one click and track your application status in your dashboard.

Is MisuJob free for job seekers?

Yes, MisuJob is completely free for job seekers. Create your profile, get matched with jobs, and apply without any cost. We help you find your dream job without any hidden fees.

How does AI matching work?

Our AI analyzes your resume, skills, and experience to understand your professional profile. It then compares this against job requirements using natural language processing to calculate a match percentage. Higher matches mean better fit for the role.

Can I apply to jobs in other countries?

Absolutely. MisuJob features jobs from companies worldwide, including remote positions. Filter by location or look for remote opportunities to find jobs that match your preferences.

Ready to Apply?

Join thousands of job seekers using MisuJob's AI to find and apply to their dream jobs automatically.