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WNS Global Services
REF70513W_2025147668 - Senior Program Analyst - WTS - Application Support - Ecommerce Domain
Join WNS Global Services as a Senior Program Analyst in Gurgaon. Leverage ServiceNow for L1 & L2 support in eCommerce, ensuring swift issue resolution.
Consulting
Senior
ServiceNow Role Type:
Application Developer
ServiceNow Modules:
IT Service Management
Incident Management
ServiceNow Certifications (nice to have):
Job description
Posted on:
July 3, 2025
The Senior Program Analyst will provide L1 & L2 support for multiple critical applications, managing high-severity incidents, and ensuring swift and effective resolution. The role involves troubleshooting, diagnosing, and resolving complex issues across systems and applications, with a focus on delivering exceptional customer service and adhering to strict SLA/OLA adherence.
Requirements
- 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
- 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)
- 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
Benefits
- Competitive salary
- Health and wellness programs
- Opportunities for professional growth and development
Requirements Summary
3+ years of experience in ITIL-based support environments, with a strong understanding of retail media support services and workflows, and excellent troubleshooting and analytical skills
