Senior Manager

1 week ago

Mumbai, Maharashtra, India Zenplus Full time ₹ 15,00,000 - ₹ 25,00,000 per year

Job Title: Senior Manager / AVP IT Infrastructure (Call Center & Control Room)

Location: [Insert Location]

Experience: 10 – 18 years (with strong exposure to IT Infrastructure, Call Center setup)

Employment Type: Full-time

Role Overview:

We are looking for a dynamic and experienced Senior Manager / AVP – IT Infrastructure to lead the end-to-end design, implementation, and management of call center technology platforms and control room operations. This role requires strong technical expertise, strategic leadership, and vendor management capabilities to ensure seamless IT operations that support business objectives.

Key Responsibilities:

  • Strategic Planning & Leadership

    Define IT strategy for call center and control room operations in line with organizational goals.

    Lead IT teams in deploying, managing, and optimizing infrastructure and technology solutions.

    Ensure scalability, business continuity, and disaster recovery planning.

  • Call Center Infrastructure

    Oversee implementation of VoIP/IP-PBX, dialers, CRM integrations, CTI solutions, cloud-based contact center platforms.

    Ensure 24x7 uptime, monitoring, and support of call center technology.

    Drive process automation, analytics, and workforce management tools.

  • Control Room & Security Systems

    Manage setup of control rooms including CCTV monitoring, servers, real-time dashboards, data storage, and networking solutions.

    Implement IT security and surveillance systems ensuring compliance with industry standards.

  • Operations & Vendor Management

    Liaise with vendors for procurement, contracts, implementation, and support of IT systems.

    Negotiate with service providers for cost efficiency and service-level agreements.

    Ensure documentation, SOPs, and governance frameworks are in place.
  • Team Development

    Lead, mentor, and develop IT teams to deliver high-quality performance.

    Drive a culture of continuous improvement, innovation, and operational excellence.

Required Skills & Competencies:

  • Proven expertise in call center technology platforms (Avaya, Cisco, Genesys, Cloud CCaaS solutions, etc.).
  • Strong experience in control room setup (CCTV, NVR/DVR, network servers, monitoring dashboards).
  • In-depth knowledge of networking (LAN/WAN, firewalls, VPNs, switches, routers) and IT security.
  • Strong leadership, vendor management, and stakeholder management skills.
  • Ability to drive large-scale IT transformation and handle mission-critical operations.
  • Excellent communication, problem-solving, and decision-making abilities.

Qualifications:

  • Bachelor's / Master's degree in Information Technology / Computer Science / Electronics.
  • 12+ years of IT infrastructure experience with at least 5+ years in leadership roles.
  • Relevant certifications preferred (CCNP, ITIL, PMP, Cloud/Contact Center Certifications).

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