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 help