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. The role is accountable for ensuring high-quality support services, adherence to SLAs, productive incident resolution, continuous process improvement, and overall customer satisfaction.
The representative will act as the primary operational leader for all helpdesk functions, providing guidance to support teams, monitoring performance, identifying recurring issues, driving enhancements, and working closely with business and technology teams to improve system stability and user experience.
Key Responsibilities:
Helpdesk Operations Management
Manage end-to-end operations of multiple helpdesk teams supporting:
Salesforce CRM users (internal teams)
DMS (Dealer Management System)
users and channel partners
IEC Franchise support users
SmartCom Hub customers and users
Genesys CTI Support
Ensure uninterrupted support services across all channels.
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.
SLA & Service Performance Management
Ensure agreed Service Level Agreements (SLAs) are consistently achieved.
Monitor key service metrics including:
First Response Time (FRT)
Resolution Time
SLA Compliance
Case Backlog
Customer Satisfaction (CSAT)
Service Availability
Conduct regular service review meetings with stakeholders.
Implement corrective and preventive actions for SLA breaches.
Team Leadership & People Management
Lead, mentor, and develop helpdesk team members.
Provide
📌 Platform Owner (Mumbai)
🏢 Schneider Electric
📍 Mumbai
Reply to this offer
Impress this employer describing Your skills and abilities, fill out the form below and leave Your personal touch in the presentation letter.