IT Manager- Infrastructure

Position Summary:

Key Responsibilities

• Call Center IT Operations Leadership:
• Oversee IT infrastructure and support for call center operations, ensuring high availability.
• Manage the deployment and optimization of call center technologies.
• Develop strategies to enhance operational efficiency through technology.
• Prior exposure to platforms such as Avaya, Aspect, Cisco UCCE, Asterisk, and/or Amazon Connect.
• Troubleshoot and resolve complex issues related to voice quality, call routing, CTI (Computer Telephony Integration), and other call center specific applications.
• Collaborate with vendors and service providers for voice-related solutions and support.
• Advanced Issue Resolution:
• Serve as an escalation point for complex IT issues, particularly those affecting voice-based processes.
• Lead problem-solving initiatives to prevent recurring technical problems.
• Identity & Access Management Oversight:
• Manage user identities and access across enterprise systems.
• Ensure secure identity management practices are followed.
• Network Support & Coordination:
• Possess foundational knowledge of network infrastructure and troubleshooting.
• Coordinate with network specialists for advanced issues and projects.
• BPO Environment Expertise:
• Apply extensive experience within BPO or call center settings to align IT services with business needs.
• Team & Cross-Functional Collaboration:
• Lead and develop a team of IT professionals.
• Coordinate effectively with various internal and external teams to resolve issues and deliver projects.
• Incident & Process Management:
• Oversee incident response and problem resolution processes.
• Drive continuous improvement in IT processes and practices.
• IT Security & Compliance Participation:
• Contribute to IT security audits and ensure adherence to compliance standards.
• Implement and maintain IT security best practices.
• IT Asset Management:
• Manage the lifecycle of IT assets.
  

Required Skills And Qualifications

• Education:
• Bachelor's degree in a Computer Science of relevant technical field.
• Experience:
• Minimum of 12 years of progressive experience in IT, with at least 3 years in a leadership or managerial role.
• Significant progressive experience in IT, with a substantial portion in a leadership/managerial capacity.
• Mandatory extensive experience managing IT operations within a call center or BPO environment.
• Technical Proficiency:
• Proven ability to troubleshoot and resolve complex technical issues, especially related to voice systems.
• Understanding of identity and access management concepts.
• Familiarity with network fundamentals.
• Demonstrated ability to manage and lead an IT team in a 24x7 operational setup.
• Strong knowledge of VoIP technologies, ACD, IVR etc
• Leadership & Soft Skills:
• Demonstrated leadership, team management, and mentoring abilities.
• Strong organizational and project coordination skills.
• Exceptional problem-solving and communication skills.