General Manager Information Technology

1 week ago

Gurgaon, Haryana, India Radical Minds Technologies Pvt. Ltd. Full time

Job Opportunity: DGM/GM - IT (BPO/Call Center Industry)

 Location:  Gurugram

 Experience:  17+ years in IT (Minimum 8+ years in a BPO/Call Center, currently employed in one)

 Apply at:   | |

Company Overview

Radical Minds Technologies Pvt. Ltd.  is a leading BPO & Contact Center  delivering cutting-edge solutions across Travel, Logistics, BFSI, Healthcare, Retail, E-commerce, Govt. & PSU sectors . With a strong presence in Gurgaon, Noida, Bangalore, and Chennai , we continue to expand, providing world-class services to global clients.

Role Summary

We are seeking a seasoned IT leader (AGM/DGM/GM - IT)  with extensive experience in managing IT infrastructure, IT Helpdesk, Vendor Management, Telephony (Dialer, IVR, Call Logger), Network & Security (Routers, Switches, Firewalls), and ISMS —all within a BPO/Call Center environment .

The ideal candidate will have strong leadership skills  and a deep understanding of IT operations  in a high-demand contact center  while ensuring seamless technology enablement, security compliance, and operational efficiency.

Key Responsibilities

 IT Infrastructure & Operations Management


• Oversee end-to-end IT operations  across multiple BPO/Contact Center locations.


• Ensure seamless integration, uptime, and security  of IT infrastructure, including LAN, WAN, Windows/Linux Servers, SAN/NAS, Active Directory, DNS, DHCP, SQL/MySQL databases .


• Manage and optimize cloud-based and on-premise solutions  to enhance operational efficiency.

 Telephony, Networking & Security (Mandatory BPO/Call Center Experience Required)


• Hands-on expertise in Telephony  – Dialer, IVR, Call Logger, and Telecom Infrastructure (PRIs, SIP Trunking, ILL, MPLS, VPN).


• Manage Routers, Switches, Firewalls , and ensure robust network security & ISMS compliance .


• Work closely with Telecom & IT service providers for seamless voice and data network operations .

 Vendor & Stakeholder Management


• Liaise with technology vendors, service providers, and OEM partners  to ensure cost-effective solutions and service excellence.


• Manage IT procurement, budgeting, and vendor negotiations .

 Leadership & Team Management


• Lead, mentor, and build a high-performing IT team  for 24x7 BPO operations.


• Ensure IT service desk efficiency , meeting SLAs and resolving IT issues in a timely manner.

 Compliance, ISMS & IT Security


• Implement best-in-class IT security, governance, and risk management frameworks .


• Ensure compliance with ISO, GDPR, and industry regulations  for data security and protection.

 Client & Business Engagement


• Act as SPOC for IT discussions with key clients & business stakeholders .


• Drive digital transformation & technology innovation  in line with business goals.

Desired Profile & Qualifications

 Experience:


• 17+ years  in IT Infrastructure, with at least 8+ years in a BPO/Contact Center (Mandatory) .


• Currently working  in a BPO/Call Center  at AGM/DGM/GM - IT level or higher (Minimum 3+ years in this role).

 Technical Expertise:


• Must have hands-on experience  with Telephony solutions (Dialer, IVR, Call Logger), Network Security, Firewalls, and Contact Center technologies .


• Strong knowledge of Windows/Linux servers, Active Directory, SAN/NAS, SQL/MySQL databases .


• Experience with cloud-based solutions, virtualization, and cybersecurity .

 Leadership & Management Skills:


• Proven ability to lead IT teams in a 24x7 BPO/Contact Center  environment.


• Experience in client handling, IT budgeting, and vendor management .


• Strong analytical, problem-solving, and decision-making skills .


• Excellent communication and presentation skills  (PPT proficiency is a must).

 Education:


• Bachelor's degree  in IT, Computer Science, or related field.


• MBA or Advanced IT certifications  (Preferred).

Why Join Us?

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