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.

The Frontline Product Support team provides Level 1 (L1) and Level 2 (L2) support for multiple mission-critical applications. We are looking for a highly motivated and technically skilled Frontline Product Support Lead to manage daily operations, guide support teams, and ensure a high standard of service delivery.This role combines strong leadership, clear client communication, and hands-on technical proficiency—particularly in SQL, batch scripting, Microsoft Azure, Google Cloud, and PostgreSQL tools like pgAdmin. Operating in a 24x7 environment, the support team plays a vital role in maintaining application reliability and performance across global time zones.You will lead SLA compliance, incident resolution, proactive monitoring, client escalations, and collaborate with engineering and operations teams to drive continuous improvement and customer satisfaction.Key Responsibilities:Team & Task Management• Lead and coordinate day-to-day operations of L1 & L2 teams.• Provide training, mentorship, and performance feedback.• Manage shift schedules and escalation workflows to ensure continuous coverage.Incident & SLA Management• Ensure timely resolution of tickets and service requests in line with SLA commitments.• Manage high-severity incidents, coordinating resolution with internal and external stakeholders.• Drive root cause analysis (RCA) and implement corrective actions to prevent recurrence.• Continuously improve support processes, tools, and team performance.Client Interaction• Serve as the escalation point for critical issues and client concerns.• Deliver regular updates, incident reports, and post-mortem findings.• Build trust with clients through clear communication and responsive support.• Daily/Weekly/Monthly reporting to client on SLA basis.Technical Execution• Troubleshoot application and system issues using SQL and batch scripts.• Work with console-based tools and scripts to execute operational tasks.• Diagnose problems across cloud environments including Microsoft Azure and Google Cloud Platform.• Use database tools such as pgAdmin for PostgreSQL support and validation.• Perform proactive system monitoring and resolve issues before they escalate.Additional Responsibilities:• Handle multiple high-priority incidents concurrently, especially under pressure.• Collaborate with engineering, DevOps, and L3 teams to resolve complex technical issues.• Participate in post-incident reviews and contribute to incident documentation and knowledge bases.• Update and maintain runbooks and support documentation.• Clearly communicate technical issues and solutions to non-technical stakeholders.• Drive service improvements through insights from monitoring tools and support metrics.

• Proven experience in technical support roles, ideally within media or retail tech environments.• Strong problem-solving and troubleshooting skills across applications, databases, and infrastructure.• Proficient in SQL Server, PostgreSQL and tools like SQL Developer and pgAdmin.• Working knowledge of IIS, and Windows server systems.• Hands-on experience with batch scripting and console application execution.• Familiarity with Microsoft Azure and Google Cloud services.• Comfortable working in a 24x7 support environment including night shifts and on-call rotations.• Knowledge of ITIL processes and experience in SLA/OLA-driven environments.• Proficient in using ticketing systems like ServiceNow,• Excellent communication and interpersonal skills, with the ability to simplify complex technical issues for clients and stakeholders.• Self-motivated, detail-oriented, and committed to service excellence.