Company Description

WNS, part of Capgemini, is an Agentic AI-powered leader in intelligent operations and transformation, serving more than 700 clients across 10 industries, including Banking and Financial Services, Healthcare, Insurance, Shipping and Logistics, and Travel and Hospitality. We bring together deep domain excellence – WNS core differentiator – with AI-powered platforms and analytics to help businesses innovate, scale, adapt and build resilience in a world defined by disruption.Our purpose is clear: to enable lasting business value by designing intelligent, human-led solutions that deliver sustainable outcomes and a differentiated impact. With three global headquarters across four continents, operations in 13 countries, 65 delivery centers and more than 66,000 employees, WNS combines scale, expertise and execution to create meaningful, measurable impact.

Job Description

Job Title: IT Production Support / Application Support Engineer (24×7)

Location: Gurgram

Experience: Minimum 5+ Years

Qualification: B.Tech / BE (Computer Science / IT or related field)

Job Summary

We are looking for a highly skilled and proactive IT Production Support / Application Support Engineer to provide 24×7 support for critical business applications. The ideal candidate will have strong technical expertise in troubleshooting, monitoring, and resolving production issues, ensuring system stability, and driving continuous improvements.

Key Responsibilities

Provide 24×7 production support for enterprise applications ensuring high availability and performance.
Monitor production systems using tools like GCP Monitoring, New Relic, Grafana, and Apache Airflow.
Perform incident management, problem management, and change management in compliance with ITIL practices.
Analyze and troubleshoot issues related to application performance, data discrepancies, and system failures.
Work closely with development, infrastructure, and business teams to resolve production issues.
Perform root cause analysis (RCA) and drive preventive measures.
Handle L2/L3 support activities, including escalations and critical incident resolution.
Manage and track tickets using JIRA and ServiceNow ensuring SLA adherence.
Participate in release deployments and provide post-release validations.
Create and maintain SOPs, runbooks, and knowledge base articles.
Continuously improve monitoring, alerting, and automation processes.

Technical Skills Required

Monitoring & Tools

Google Cloud Platform (GCP Monitoring / Stackdriver)
New Relic
Grafana
Apache Airflow

ITSM & Process

Strong understanding of ITIL framework
Experience with JIRA and ServiceNow

Database & Scripting

Strong hands-on experience in PL/SQL
Ability to write/debug complex queries, stored procedures, and performance tuning

Required Competencies

Strong analytical and troubleshooting skills
Ability to work in rotational shifts (24×7 support model)
Experience working in production-critical environments
Excellent communication and stakeholder management skills
Ability to handle high-pressure situations and critical incidents

Good To Have Skills

Exposure to cloud infrastructure (GCP services)
Basic scripting knowledge (Shell ) for automation
Experience in DevOps / CI-CD environments
Knowledge of log analysis tools (e.g., ELK stack)

Key Performance Indicators (KPIs)

Incident resolution time and SLA adherence
System uptime and availability
Reduction in recurring incidents
Efficiency in root cause analysis

Why Join Us

Opportunity to work in high-impact production environments
Exposure to modern monitoring and cloud technologies
Collaborative and growth-oriented work culture

Qualifications

Bachelor's Degree

REF99602I_2026245202 - Application Support -5 to 8 years - Gurgaon ( WFO)