Sr. Program Analyst WNS

About WNS

Job Description

As a member of the Windows Active Directory Domain Administrator Support Team at WNS (Holdings) Limited, your primary responsibility will be to provide timely and efficient support to assigned operations. You will troubleshoot Active Directory authentication and LDAP configuration issues, working closely with senior staff members to resolve escalated and complex incidents related to AD and VPN. Your role will also involve device management and security controls through GPO, daily user support for all access issues, and ensuring the security, standards, and high availability of the AD architecture. In this role, you will play a vital part in maintaining operational excellence by providing effective and efficient support to users while logging information in our Service Desk ticketing tool. You will be responsible for fielding incoming help requests from end users via multiple channels, such as telephone, e-mail, and ticket logging system, in a courteous manner. It will be essential to adhere to Service Desk policies, procedures, and best practices, particularly focusing on change, problem, and incident management procedures based on the ITIL v4 standards. Furthermore, you will be expected to evaluate documented resolutions, analyze trends to identify ways to prevent future problems, and continuously seek opportunities to improve existing AD operations. Understanding and adhering to all established CTM and IT policies, standards, and procedures, including Information Security policies and operational procedures, will be crucial in this role. You will also play a key part in creating new starter profiles within Active Directory, Office 365, and other applications as requested, as part of the onboarding process, and managing user profiles during movement and offboarding procedures. Additionally, troubleshooting handoff and access-related issues, escalating calls to relevant work streams promptly, and reporting all suspected information security incidents and breaches will be part of your daily tasks. Following the asset management procedure diligently to ensure correct logging and maintenance of assets will also be a key aspect of your responsibilities. If you are someone with a Bachelor's degree and have a strong background in Windows Active Directory administration and user support, this role offers you an exciting opportunity to contribute to the digital transformation journey of our clients across various industries. Join us at WNS (Holdings) Limited and be a part of a dynamic team that co-creates innovative solutions for our clients" digital future.,