.svg)
WNS
REF87962B_2025201818 - Program Analyst - WTS - 1 to 2 years - .Net Developer/ BA/Tester
Program Analyst at WNS, Gurgaon. L1/L2 support for critical apps. Troubleshoot complex issues, manage incidents, monitor systems. ITIL experience required. .Net/BA/Tester skills. PTO, 401k, visa sponsorship.
Direct Hire
Entry Level
ServiceNow Role Type:
Application Developer
ServiceNow Modules:
IT Service Management
Incident Management
Security Operations
ServiceNow Certifications (nice to have):
Job description
Posted on:
December 8, 2025
The Frontline Product Support team provides L1 & L2 support for multiple critical applications. This role involves addressing issues reported or escalated by users or the Level 1 support team, monitoring applications for potential problems, and proactively resolving them.
Requirements
- Diagnose, troubleshoot, and resolve complex issues across systems and applications.
- Manage high-severity incidents, minimizing downtime and coordinating with key stakeholders.
- Perform proactive monitoring and address alerts before escalation.
- 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.
Benefits
- Generous Paid Time Off
- 401k Matching
- Retirement Plan
- Visa Sponsorship
- Four Day Work Week
- Generous Parental Leave
- Tuition Reimbursement
- Relocation Assistance
Requirements Summary
1-2 years of experience in ITIL-based support environments with strict SLA/OLA adherence, and a strong understanding of retail media support services and workflows
