Information Technology Manager

Position Summary:

We are seeking an experienced and dynamic IT Manager to lead our IT operations, with a primary focus on supporting our high-volume call center environments. This role is responsible for ensuring the stability, performance, and security of our IT infrastructure. The successful candidate will be a proven leader capable of managing a team, collaborating across departments, driving process improvements, and resolving complex technical challenges.

Key Responsibilities:

Call Center IT Operations Leadership:

o   Oversee IT infrastructure and support for call center operations, ensuring high availability.

o   Manage the deployment and optimization of call center technologies.

o   Develop strategies to enhance operational efficiency through technology.

o   Prior exposure to platforms such as Avaya, Aspect, Cisco UCCE, Asterisk, and/or Amazon Connect.

o   Troubleshoot and resolve complex issues related to voice quality, call routing, CTI (Computer Telephony Integration), and other call center specific applications.

o   Collaborate with vendors and service providers for voice-related solutions and support.

Advanced Issue Resolution:

o   Serve as an escalation point for complex IT issues, particularly those affecting voice-based processes.

o   Lead problem-solving initiatives to prevent recurring technical problems.

Identity & Access Management Oversight:

o   Manage user identities and access across enterprise systems.

o   Ensure secure identity management practices are followed.

Network Support & Coordination:

o   Possess foundational knowledge of network infrastructure and troubleshooting.

o   Coordinate with network specialists for advanced issues and projects.

BPO Environment Expertise:

o   Apply extensive experience within BPO or call center settings to align IT services with business needs.

Team & Cross-Functional Collaboration:

o   Lead and develop a team of IT professionals.

o   Coordinate effectively with various internal and external teams to resolve issues and deliver projects.

Incident & Process Management:

o   Oversee incident response and problem resolution processes.

o   Drive continuous improvement in IT processes and practices.

IT Security & Compliance Participation:

o   Contribute to IT security audits and ensure adherence to compliance standards.

o   Implement and maintain IT security best practices.

IT Asset Management:

o   Manage the lifecycle of IT assets.

Required Skills and Qualifications:

Education:

o   Bachelor's degree in a Computer Science of relevant technical field.

Experience:

o   Minimum of 12 years of progressive experience in IT, with at least 3 years in a leadership or managerial role.

o   Significant progressive experience in IT, with a substantial portion in a leadership/managerial capacity.

o   Mandatory extensive experience managing IT operations within a call center or BPO environment.

Technical Proficiency:

o   Proven ability to troubleshoot and resolve complex technical issues, especially related to voice systems.

o   Understanding of identity and access management concepts.

o   Familiarity with network fundamentals.

o   Demonstrated ability to manage and lead an IT team in a 24x7 operational setup.

o   Strong knowledge of VoIP technologies, ACD, IVR etc

Leadership & Soft Skills:

o   Demonstrated leadership, team management, and mentoring abilities.

o   Strong organizational and project coordination skills.

o   Exceptional problem-solving and communication skills.