unifyCX - IT Infrastructure Manager

2 days ago

Mysore, Karnataka, 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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