Platform Owner - Help Desk
MumbaiFull-time8–12 yrsPosted 2 months ago
Leadership IT support role at Schneider Electric in Mumbai. Needs 8–12 years and a B.Tech, B.E. or B.Sc.
About the role
Platform Owner - Help Desk Function: Digital Innovation & Technology Location: Powai, Mumbai Role Summary The Platform Owner - Helpdesk will be responsible for leading and managing multiple support teams catering to various business-critical digital platforms, including Salesforce CRM, Dealer Management System (DMS), IEC Franchise Applications, Genesys CTI based contact centre and SmartCom Hub.
What you'll do
- Responsible for leading and managing multiple support teams catering to various business-critical digital platforms, including Salesforce CRM
- Monitor ticket volumes, trends, workloads, and team performance
- Establish and maintain support processes, escalation mechanisms, and governance frameworks
- Drive efficient resource allocation across support teams based on demand and priorities
- Monitor key service metrics including: First Response Time (FRT) Resolution Time SLA Compliance Case Backlog Customer Satisfaction (CSAT) Service Availability Conduct…
What you need
- Ticketing tools
- CRM
- Channel sales
- Root cause analysis
- Salesforce
- Performance management
Good to have
- MIS reporting
- SOP writing