Information Technology Infrastructure Manager

About the role:

The IT Infrastructure Manager will be responsible for managing and optimizing the entire IT

infrastructure supporting the call center operations. This includes ensuring high availability of

systems, seamless network performance, robust data security, and proactive incident management

to deliver uninterrupted customer service.

Key Responsibilities:

Infrastructure Management:

• Oversee the design, implementation, and maintenance of servers, networks, telephony (VoIP), and other critical infrastructure for call center operations.
• Ensure 24/7 uptime of all call center IT systems and applications.
• Manage cloud/on-premises hybrid environments, data centers, and disaster recovery sites.

Call Center Technology:

• Implement and maintain ACD, IVR, dialer systems, CRM integrations, and workforce management tools.
• Ensure compatibility and optimal performance of telephony solutions and CTI (Computer Telephony Integration) platforms.

Network & Security:

• Maintain secure and scalable network architecture with firewalls, VPN, and load balancers.
• Implement data protection policies aligned with ISO/IEC 27001, GDPR, or local compliance standards.
• Monitor for vulnerabilities and coordinate patch management.

Team & Vendor Management:

• Lead a team of system administrators, network engineers, and support staff.
• Manage IT vendors, negotiate SLAs, and oversee service contracts for hardware, software, and connectivity.

Business Continuity & Support:

• Develop disaster recovery (DR) and business continuity plans.
• Establish ITIL-based incident, problem, and change management processes.
• Provide L2/L3 support for escalated technical issues.

Qualifications & Skills:

· Education: Bachelor’s degree in Computer Science, Information Technology, or related field. Master’s preferred.

· Experience: 8–12 years in IT infrastructure management, with at least 4–5 years in a call center/BPO environment.

· Strong knowledge of:

• Windows/Linux server administration
• Cloud platforms (AWS/Azure/GCP)
• VoIP/Telephony solutions (Avaya, Genesys, Cisco, etc.)
• Networking (LAN/WAN, SD-WAN) and cybersecurity best practices

· ITIL certification preferred; CCNA/CCNP or equivalent is a plus.

· Proven leadership, vendor management, and budgeting skills.

Key Competencies:

· Strategic thinking with a hands-on approach.

· Excellent troubleshooting and problem-solving abilities.

· Strong communication skills to collaborate with cross-functional teams and senior management.

· Ability to work under pressure and ensure 24/7 availability.

Pepper Advantage’s values and culture

Our mission is to help people succeed. Our clients, our customers, our employees. Our Values are ‘Can do’, ‘Balanced’ and ‘Real’.

Pepper Advantage’s values support our vision, shape our culture and define how we interact with other employees and the attitudes we adopt towards our customers and clients. The values of Pepper Advantage support the organisation’s mission statement.

Pepper Advantage’s unique outcome focused corporate culture aims to deliver fairness and value for clients and customers, consistently exceeding expectations in all measurable performance areas.

Pepper Advantage is an equal opportunities employer.

Role Profiles are subject to change in line with business needs.