Platform Helpdesk Lead: Salesforce & Apps

Schneider Electric; Hinoba-an; On-site; PHP 1,183,000 - 1,577,000; Full time

Job summary

Schneider Electric in Powai, Mumbai is seeking a Platform Owner - Help Desk to lead and manage multiple support teams responsible for Salesforce CRM, Dealer Management System (DMS), IEC Franchise Applications, and the Genesys CTI-based contact centre.

You will drive KPI improvements, ensure SLA compliance, coordinate incident resolution, and partner with business and IT teams to enhance system stability and user experience across digital platforms.

Qualifications

• Bachelor’s degree in engineering, Information Technology, Computer Science, or related field.
• Salesforce knowledge preferred.
• Experience in multi-team management and service management.

Responsibilities

• Lead and manage multiple helpdesk teams across Salesforce CRM, DMS, IEC Franchise, and SmartCom Hub.
• Ensure SLA adherence and high-quality support with timely incident resolution.
• Drive process improvements, governance, and escalation mechanisms.
• Provide guidance to team leads and conduct performance reviews.
• Coordinate with business and IT to improve system stability and user experience.

Skills

Team Leadership

Helpdesk Operations

Service Delivery

Customer Service

Incident Management

Vendor Management

Process Improvement

Root Cause Analysis

Performance Monitoring

Communication Skills

Education

Bachelor’s degree in engineering/IT/CS

Tools

Salesforce

DMS

Genesys CTI

Ticketing tools

Job description

Schneider Electric in Powai, Mumbai is seeking a Platform Owner - Help Desk to lead and manage multiple support teams responsible for Salesforce CRM, Dealer Management System (DMS), IEC Franchise Applications, and the Genesys CTI-based contact centre.

You will drive KPI improvements, ensure SLA compliance, coordinate incident resolution, and partner with business and IT teams to enhance system stability and user experience across digital platforms.