AVP/VP – Information Technology (IT)

Role Summary

The person is responsible for the overall technology strategy, infrastructure, software

development, cybersecurity, and operational resilience of a 24x7 Business Process

Management (BPM)/Call Center organization. The role ensures uninterrupted business

operations across customer service, collections, back-office, and digital channels while

leading an in-house software development team that builds and supports business-critical

applications.

The incumbent will drive digital transformation, IT governance, innovation, automation, and

information security while maintaining high availability of all production systems.

Key Responsibilities

1. IT Strategy & Leadership

 Develop and execute the organization's IT strategy aligned with business objectives.

 Build technology roadmaps supporting business growth and operational scalability.

 Lead IT budgeting, resource planning, and vendor management.

 Evaluate emerging technologies including AI, Automation, Cloud, Analytics, and

GenAI.

 Establish IT governance, policies, and technology standards.

2. Infrastructure & Operations (24x7 Environment)

Own the availability and performance of:

 Data Center / Server Rooms

 LAN/WAN Infrastructure

 Internet Connectivity

 Firewalls

 VPN

 Wi-Fi Networks

 Active Directory

 Microsoft 365

 Endpoint Management

 Backup Systems

 Disaster Recovery

 Virtualization

 Cloud Infrastructure

 Voice Infrastructure

 Call Recording Systems

Ensure:

 99.9%+ system availability

 Business Continuity Planning (BCP)

 Disaster Recovery readiness

 Capacity planning

 Patch management

 Performance monitoring

 Preventive maintenance

3. Contact Center Technology

Manage and optimize:

 Dialers (Predictive/Preview/Manual)

 ACD

 IVR

 CTI Integration

 CRM Platforms

 Workforce Management tools

 Quality Monitoring tools

 Voice Logging

 Call Recording

 Omnichannel Platforms

 SMS & WhatsApp Integrations

 AI Chatbots

 Agent Desktop Solutions

Support all production campaigns with zero technology disruption.

4. Software Development Leadership

Lead the in-house software engineering team responsible for:

 CRM Development

 Collection Systems

 HRMS

 Recruitment Applications

 Internal Portals

 Workflow Automation

 Reporting Platforms

 Mobile Applications

 API Integrations

Responsibilities include:

 Product roadmap

 Architecture reviews

 Agile/Scrum implementation

 Release management

 Code quality

 DevOps

 CI/CD

 Version control

 QA governance

 User acceptance coordination

5. Information Security

Ensure compliance with:

 ISO 27001

 PCI DSS

 Data Privacy regulations

 Client Information Security Requirements

Responsibilities include:

 Vulnerability assessments

 Penetration testing

 Security audits

 Identity & Access Management

 Endpoint Security

 Email Security

 SIEM Monitoring

 Incident Response

 Cybersecurity Awareness

6. IT Service Management

Establish ITIL-based service management processes including:

 Incident Management

 Problem Management

 Change Management

 Asset Management

 Configuration Management

 Service Request Management

 Knowledge Management

Maintain defined SLAs for all IT services.

7. Business Continuity & Disaster Recovery

 Develop Business Continuity Plans.

 Conduct DR drills.

 Ensure backup validation.

 Maintain Recovery Point Objectives (RPO) and Recovery Time Objectives (RTO).

 Support client BCP audits.

8. Vendor & Contract Management

Manage relationships with:

 Telecom Providers

 Internet Providers

 Cloud Providers

 Software Vendors

 Hardware Vendors

 Managed Service Providers

 Security Partners

Negotiate contracts and monitor vendor performance.

9. Team Leadership

Lead multiple teams including:

 Infrastructure

 Network

 System Administration

 Information Security

 Helpdesk

 Database Administration

 Software Development

 QA

 Business Analysts

 DevOps

Drive talent development, succession planning, and technical capability building.

10. Innovation & Automation

Champion initiatives around:

 AI-driven Contact Centers

 Robotic Process Automation (RPA)

 GenAI Applications

 Predictive Analytics

 Intelligent Routing

 Self-Service Platforms

 Process Automation

 Cloud Migration

 Low-Code Platforms

Key Performance Indicators (KPIs)

Infrastructure

 System Uptime ≥ 99.9%

 Network Availability ≥ 99.95%

 Server Availability ≥ 99.9%

 Internet Availability ≥ 99.95%

Service Delivery

 Helpdesk SLA Compliance ≥ 95%

 First Contact Resolution ≥ 80%

 Critical Incident Resolution within SLA

 Mean Time to Resolve (MTTR)

Software Development

 On-time Project Delivery

 Release Success Rate

 Defect Leakage

 Sprint Velocity

 Application Availability

Information Security

 Zero Critical Security Breaches

 Audit Compliance

 Patch Compliance

 Endpoint Compliance

 Phishing Simulation Success Rate

Financial

 IT Budget Adherence

 Infrastructure Cost Optimization

 Vendor Cost Savings

 Software License Optimization

Qualifications

 Bachelor's degree in Computer Science, Information Technology, Engineering, or

related discipline.

 Master's degree (MBA/M.Tech) preferred.

Preferred Certifications

 ITIL

 PMP / PRINCE2

 Microsoft Azure

 AWS Solutions Architect

 CISSP

 CISM

 CEH

 VMware

 Cisco CCNP/CCIE (preferred)

 ISO 27001 Lead Implementer/Auditor

Experience

 15+ years in Information Technology.

 Minimum 7 years in a leadership role.

 Experience managing IT in a 24x7 Call Center/BPO/BPM environment with 500+

seats.

 Experience leading both IT Infrastructure and Software Development teams.

 Proven experience managing mission-critical, high-availability environments.

 Experience with cloud technologies, DevOps, and cybersecurity.

Technical Skills

 Windows & Linux Server Administration

 Microsoft 365

 Azure/AWS

 VMware/Hyper-V

 SQL Server/MySQL/PostgreSQL

 Network Administration

 Firewalls

 Cisco/Fortinet/SonicWall

 VPN

 Active Directory

 Azure AD

 DevOps

 Git

 CI/CD

 API Integrations

 REST Services

 AI & Automation Platforms

 Power BI/Tableau

 ITSM Tools

 Endpoint Management

 SIEM Solutions

Behavioral Competencies

 Strategic Thinking

 Leadership & Team Building

 Customer Focus

 Decision Making

 Problem Solving

 Crisis Management

 Stakeholder Management

 Financial Acumen

 Innovation

 Communication & Influence

 Vendor Negotiation

 Change Management

Success Profile

The ideal candidate will combine operational excellence with technology

leadership—keeping a 24×7 contact center running without interruption while driving

innovation through secure, scalable infrastructure and high-quality in-house software

development. They should have strong experience supporting voice platforms, contact

center technologies, enterprise applications, and software engineering teams, while fostering

a culture of reliability, agility, and continuous improvement.

Pay: ₹3,000,000.00 - ₹4,000,000.00 per year

Application Question(s):

• Do you have experience in BPO Industry?
• What is your current ctc?

Work Location: In person