Platform Owner - Help Desk

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

• 8–12 yrs of experience
• Ticketing tools
• CRM
• Channel sales
• Root cause analysis
• Salesforce
• Performance management
• B.Tech or B.E. or B.Sc or BCA

Good to have

• MIS reporting
• SOP writing