Information Technology Infrastructure Manager

Role Overview: As the IT Infrastructure Manager, your primary responsibility will be to manage and optimize the entire IT infrastructure supporting the call center operations. You will ensure high availability of systems, seamless network performance, robust data security, and proactive incident management to deliver uninterrupted customer service. Key Responsibilities: - 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. - 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. - 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. - 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. - 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. Masters 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. Additional Details (if present): Pepper Advantage is committed to helping people succeed, whether they are clients, customers, or employees. The company values include Can do, Balanced, and Real, which shape the culture and interactions within the organization. Pepper Advantage aims to deliver fairness and value for clients and customers, consistently exceeding expectations in all measurable performance areas. As an equal opportunities employer, Pepper Advantage values diversity and inclusion in the workplace.,