Platform Owner - Help Desk

Job Title : 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.

The role is accountable for ensuring high-quality support services, adherence to SLAs, efficient 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 technical guidance and operational support to team leads and support executives.


* Conduct performance reviews, training needs assessments, and coaching sessions.


* Build a high-performance, customer-centric support culture.


* Ensure adequate staffing and workforce planning.

Incident & Problem Management


* Oversee resolution of critical incidents and escalations.


* Perform root cause analysis (RCA) for recurring issues.


* Coordinate with development, infrastructure, and business teams for permanent fixes.


* Ensure timely communication to stakeholders during major incidents.

Application Support & Continuous Improvement


* Utilize working knowledge of Salesforce and related business applications to:



* Understand user issues effectively


* Guide support teams toward faster resolution


* Identify functional ...