CRM Product Owner

Position: Senior IT Executive

Department: Information Technology

Reports to: IT Manager / Assistant Manager

Location: Kochi

Employment Type: Full-Time

Job Summary:

We are seeking an experienced Senior IT Executive to manage and maintain our IT Operations, with a focus on CRM systems, PBX (Private Branch Exchange), and other critical IT operations. The ideal candidate will have a strong technical background, excellent problem-solving skills, and experience in supporting IT environments in a fast-paced EdTech industry.

Key Responsibilities:

1. CRM Management

Oversee the deployment, configuration, and ongoing maintenance of CRM platforms.

Collaborate with cross-functional teams to ensure seamless CRM integration with other business applications.

Provide user training and support for CRM-related issues.

Develop reports and dashboards for performance tracking and analytics.

2. PBX System Management

Manage, maintain, and troubleshoot PBX systems to ensure high availability and quality of service.

Implement and configure VoIP systems as needed.

Monitor call logs, performance metrics, and resolve telephony issues promptly.

3. IT Operations

Oversee day-to-day IT operations, including hardware, software, and network support.

Provide technical support for internal teams and handle escalations effectively.

4. Vendor & Service Management

Coordinate with external vendors for hardware and software procurement, maintenance, and support services.

Evaluate third-party solutions and recommend improvements for IT systems and processes.

5. Security & Compliance

Ensure adherence to IT security protocols and industry standards.

Conduct periodic audits of IT systems to identify vulnerabilities and implement necessary controls.

6. Documentation & Reporting

Maintain detailed documentation of IT processes, configurations, and incident reports.

Prepare regular status reports for the management team.

Required Skills & Qualifications:

Bachelors degree in Information Technology, Computer Science, or a related field.

1-3 years of experience in IT operations, preferably in the EdTech industry.

Strong experience in managing CRM systems (e.g., Salesforce, Zoho, HubSpot).

Hands-on experience with PBX and VoIP systems.

Proficient in troubleshooting hardware, software, and network issues. Knowledge of IT security best practices and data protection regulations.

Excellent communication, analytical, and problem-solving skills.

Ability to manage multiple tasks and work under pressure.