unifyCX - IT Infrastructure Manager

3 weeks ago

Mysuru, India Glow Touch Full time

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 :


- 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 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.


(ref:hirist.tech)

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