IT Executive

We are seeking an experienced and strategic IT Infrastructure Head to lead and manage Amasa Outsourcing’s technology infrastructure. The ideal candidate will have deep expertise in setting up and scaling IT systems for BPO or outsourcing environments, including chat support platforms, secure networks, and high-availability server infrastructure. This role demands both technical depth and business alignment, ensuring that all systems operate with 99.9% uptime, robust data security, and SLA-driven performance to support our 24/7 client operations. Key Responsibilities Infrastructure Setup & Management • Design, deploy, and manage end-to-end IT infrastructure, including servers, networks, and communication systems. • Implement and optimize chat/CRM platforms such as Zendesk, Freshdesk, Intercom, or custom-built systems. • Collaborate with operations and client teams to align infrastructure with SLA and KPI requirements. • Ensure seamless integration across multi-channel support systems (Chat, Email, Voice). Network Connectivity & Bandwidth • Oversee primary and backup internet connections, ensuring documented uptime of 99.95% or higher. • Manage relationships with ISPs, track network SLAs, and optimize bandwidth allocation. • Implement redundancy and automated failover systems for uninterrupted operations. • Monitor bandwidth distribution and performance across departments, prioritizing real-time support traffic. Network Monitoring & Performance Management • Establish and oversee a dedicated Network Operations Center (NOC) for real-time monitoring. • Use monitoring tools like SolarWinds, PRTG, Nagios, or Zabbix for performance and uptime tracking. • Define escalation protocols for handling latency, packet loss, and connectivity issues. • Conduct periodic network audits and implement continuous improvement initiatives. Security & Compliance • Implement and maintain firewalls, IDS/IPS, anti-DDoS, and endpoint protection systems. • Ensure data encryption in transit and at rest, VPN protection, MFA access, and audit trail management. • Maintain compliance with global standards including SOC 2, HIPAA, GDPR, and PCI-DSS. • Develop and enforce role-based access control (RBAC) and data security SOPs. VoIP & Real-Time Communication • Optimize infrastructure for VoIP, live chat, and other real-time communication systems. • Implement QoS settings to minimize jitter, latency, and packet loss. • Ensure high-quality real-time performance for global client coverage. Load Balancing & Scalability • Design scalable systems to handle growth, seasonal demand spikes, and client onboarding. • Implement load balancers and traffic management strategies to prevent network overload. • Lead infrastructure planning to support expansion of user seats and processes. Business Continuity & Documentation • Develop, implement, and regularly test Disaster Recovery (DR) and Business Continuity Plans (BCP). • Maintain comprehensive IT documentation, SOPs, and configuration records. • Prepare and present infrastructure performance reports to management and clients. Leadership & Cross-Functional Collaboration • Lead a team of system administrators, and IT support staff. • Work closely with operations, HR, and client services to align technology with business goals. • Manage vendor relationships, procurement, and budgeting for IT infrastructure. • Promote a culture of continuous improvement, transparency, and accountability. Qualifications & Experience • Bachelor’s or Master’s degree in Information Technology, Computer Science, or related field. • 4-5 years of experience in IT infrastructure management, including 3+ years in a leadership role. • Proven success in BPO or contact center environments, handling SLA-based infrastructure. • Hands-on expertise in: • Cloud platforms (AWS, Azure, Google Cloud) • Network security and firewall configuration • Virtualization and data center management • Chat/CRM support tools (Zendesk, Freshdesk, Intercom, LiveChat) • Working knowledge of monitoring tools (SolarWinds, PRTG, Zabbix, Nagios). • Familiarity with ISO 27001 and related compliance frameworks. • Excellent communication, analytical, and vendor management skills. Preferred Skills • Experience setting up multi-channel (Chat, Email, Voice) support systems. • Exposure to automation tools, AI chatbots, and cloud telephony. • Strong project management and budgeting capabilities. • Relevant certifications such as CCNA, MCSE, AWS Certified Solutions Architect, or ITIL. Key Competencies • Strong understanding of networking fundamentals (bandwidth, redundancy, firewalls, IDS/IPS). • Hands-on approach to network troubleshooting, monitoring, and root-cause analysis. • Deep knowledge of data privacy, compliance, and client audit readiness. • Ability to connect technical systems with operational KPIs (AHT, CSAT, SLA adherence). • Excellent client-facing communication, capable of explaining technology in simple business terms. • Strategic thinker with problem-solving and leadership excellence.