Senior Information Technology Manager
7 days ago
Job Opportunity: Sr. Manager/AGM - IT (BPO/Call Center Industry)
Location: Gurugram , Noida & Bangalore
No Of Positions:- 3 (one at each location)
Experience: 15+ years in IT (Minimum 6+ 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 (Sr. Manager/AGM - 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:
• 15+ years in IT Infrastructure, with at least 6+ years in a BPO/Contact Center (Mandatory).
• Currently working in a BPO/Call Center at Manager/Sr. Manager - IT level or higher (Minimum 2+ 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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