Information Technology Manager

Job Description – IT Manager & Network Engineer

Position: IT Manager & Network Engineer

Experience Required: 5+ years (Corporate & BPO industry preferred)

Location: Jabalpur

Department: IT & Infrastructure

Reports To: Group Director

Role Overview

We are seeking an experienced IT Manager & Network Engineer with strong expertise in

corporate and BPO network infrastructure management. The ideal candidate will be

responsible for ensuring seamless internet connectivity, robust network security, proactive

monitoring, and adherence to compliance standards. This role demands not only technical

excellence but also the ability to communicate effectively with clients, ensuring confidence

in our IT infrastructure's reliability and scalability.

Key Responsibilities

1. Network Infrastructure & Internet Management

 Manage and monitor corporate & BPO network infrastructure (LAN/WAN/Wi-

Fi/leased lines).

 Ensure reliable internet bandwidth availability with primary and backup ISP

connections.

 Monitor uptime, SLAs, and bandwidth allocation across departments and processes.

 Design and maintain redundancy and failover systems (automated/manual).

 Provide metrics-driven reporting (bandwidth usage, uptime %, downtime incidents).

1. Network Monitoring & Troubleshooting

 Implement and maintain real-time network monitoring tools (SolarWinds, PRTG,

Nagios, Zabbix).

 Lead a structured incident detection, escalation, and resolution process.

 Conduct periodic audits and performance reviews of network infrastructure.

 Manage NOC operations and ensure proactive issue identification.

1. Security & Compliance

 Administer firewall systems, IDS/IPS, anti-DDoS measures, and endpoint security

controls.

 Implement VPNs, MFA, encryption protocols, and role-based access management.

 Ensure compliance with international standards (SOC 2, HIPAA, GDPR, PCI-DSS,

CCPA).

 Maintain detailed audit trails and ensure data security in transit & at rest.

1. VoIP & Real-Time Communication Support

 Optimize network for VoIP and live chat/call traffic with QoS configurations.

 Manage latency, jitter, and packet-loss controls to ensure seamless real-time

communication.

 Collaborate with operations to guarantee uninterrupted call/chat services for BPO

processes.

1. Firewall, Load Balancing & Scalability

 Configure and manage hardware/software firewalls and load balancers.

 Implement traffic management policies to handle peak-hour loads.

 Plan and execute network scalability for seat expansions and seasonal volume

spikes.

1. Cross-Functional & Client-Facing Responsibilities

 Act as the technical representative in client calls, addressing infrastructure queries

confidently.

 Translate technical capabilities into business value (e.g., uptime → SLA adherence).

 Partner with operations teams to ensure IT supports BPO KPIs (AHT, CSAT, FCR, SLA).

 Prepare technical documentation, SOPs, and disaster recovery plans.

Required Skills & Competencies

 Technical Expertise: Strong knowledge of internet bandwidth, ISPs, firewalls,

redundancy, IDS/IPS.

 Monitoring Tools: Hands-on experience with SolarWinds, PRTG, Zabbix, Nagios, or

equivalent.

 Compliance Knowledge: Familiarity with US/EU compliance frameworks (SOC 2,

HIPAA, GDPR, PCI-DSS).

 VoIP Optimization: Experience with QoS, jitter, packet-loss management for

call/chat processes.

 Business Awareness: Understanding of BPO operational metrics and how IT enables

SLA compliance.

 Soft Skills:

 Clear and structured communication.

 Ability to present technical details in simple, client-friendly language.

 Problem-solving with a focus on root-cause analysis.

 Team leadership and coordination across IT, operations, and client

services.

Qualifications

 Bachelor's degree in Computer Science, Information Technology, or related field.

 Relevant certifications preferred: CCNA/CCNP, MCSE, ITIL, CompTIA Security+, or

equivalent.

 Minimum 5 years of experience in IT/network management within corporate/BPO

environments.