Senior Information Technology Manager

7 days ago

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

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).

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