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Information Technology Head

4 weeks ago

Noida, India Globtier Infotech Pvt Ltd Full time

Job Title : Head Information Technology (IT)


Work Location : Noida

Reporting To : COO / Managing Director : Technology, Transformation & Infrastructure


Role Overview :


We are looking for a visionary and hands-on Head of IT to lead enterprise-wide IT operations and drive end-to-end digital transformation in a multi-location BPO setup of 5000+ seats. This is a strategic leadership role that blends AI innovation, cybersecurity governance, and BPO-specific compliance with deep executional capability.

The ideal candidate will not only manage infrastructure and security but also spearhead transformation initiatives that modernize the organization's IT backbone, enhance customer experience, and boost operational agility across sites in Noida, Gurgaon, Mumbai, Hyderabad, Jaipur, Chennai, Bangalore, and Responsibilities : Infrastructure & Operations :


- Lead the IT function across all locations covering over 5000 seats, ensuring uninterrupted,

secure, and scalable operations.

- Oversee end-to-end IT infrastructure including dialer systems, telephony, data centers,

network administration, and server architecture.


- Ensure high availability, disaster recovery (DR), data backup protocols, and robust uptime SLAs.


AI-Led Digital Transformation :


- Champion the integration of AI and automation across all key departments - Operations, HR,
Quality, WFM, Talent Acquisition, Compliance, and Finance.

- Implement AI/ML solutions for use cases such as chatbot automation, speech/text analytics,
auto-QA scoring, predictive hiring, and ticketing automation.

- Lead pilots, vendor evaluations, and company-wide rollout of AI tools to enhance efficiency,
accuracy, and employee experience. & Governance :


- Act as the CISO for the organization - implementing and auditing compliance to ISO 27001,

GDPR, HIPAA, PCI-DSS, and BPO-specific regulatory frameworks.

- Monitor firewalls, endpoint protection, VPNs, identity and access management (IAM), and
vulnerability patching.

- Conduct regular cybersecurity drills, audits, and awareness sessions across user levels.

Transformation Strategy & Execution :


- Design and execute the IT transformation roadmap - from legacy tech overhaul to cloud
migration, low-code adoption, and digital workplace enablement.

Drive programs for :


- Dialer transformation (on-premise to cloud / hybrid)

- Next-gen WFM tools

- Unified communication platforms

- Customer analytics dashboards

- ITSM automation


- Ensure transformation efforts are closely tied to business goals, compliance mandates, and cost- optimization targets.


BPO-Specific Alignment & Compliance :


- Collaborate with delivery and business teams to customize IT solutions for BPO needs - e.g., call monitoring tools, integrated CRM-CTI systems, secure VPN access for WFH models, etc.
- Ensure adherence to client contractual SLAs, IT governance models, and internal audit
requirements.


Candidate Profile : Experience :


- 15+ years of progressive IT experience with 7+ years in a Domestic/International BPO or large

contact center environment.


- Proven track record in multi-location IT leadership covering dialer tech, server management,
network operations, and cybersecurity.


- Experience with end-to-end technology transformation projects in BPOs.

- Hands-on exposure to telephony platforms like Genesys, Avaya, Cisco, Exotel, Ameyo, etc.

- Deep understanding of BPO operations, business rhythms, and tech-aligned business process
optimization.


- CISO-certified or equivalent (mandatory).

Preferred Skills :


- Cloud transition expertise (AWS, Azure, private cloud).


- Experience deploying AI/ML and RPA tools for back-office and front-line process automation.

- Strong leadership in vendor management, IT budgeting, procurement, and service delivery

governance.

Behavioral Competencies :


- Strategic mindset with a bias for execution.


- Strong interpersonal and business partnering skills across functions and geographies.

- Ability to influence and educate non-tech stakeholders on IT value and risk.

- Agile, solution-oriented, and data-driven decision-maker.


(ref:hirist.tech)