AVP - IT Infrastructure - BPO/KPO/IT

1. Should be well versed with latest IT Infrastructure Technologies viz. Dialer, EPABX, Systems, Network, Information Security, Audit and Compliance, etc.

2. Candidate should have excellent experience of managing IT Infrastructure with minimum 10+ years in

- Call Center IT Infra Management

- Vendor Liason (ISP, Telecom Service Providers, Hardware and Software distributors, resellers, etc.),

- Client Liason,

- AI, PRA products,

- Project Management,

- NMS Tools

- Team Management,

- ISO 9001, 27001 and PCI DSS certifications

3 Candidate should have experience of building, leading and managing IT and internal Compliance team (ISO and PCI) within an organization and with partners.

4. Excellent knowledge of technical management, information analysis and of computer hardware/software systems

Roles & Responsibilities:

1. Setup and maintain adequate IT Team required to support IT Infrastructure 24 x 7.

2. Ensure 99.9% uptime of IT Infrastructure.

3. Ensure 10% Cost savings year-on-year on the total spent of IT Infrastructure components. Handle annual budget and ensure cost effectiveness.

4. Ensure timely closure of findings during Internal and external ISO and PCI Audits.

5. Provide necessary product knowledge and technical expertise to team.

6. Prepare and Present Proposals, Solution Documents, Performance Review reports, etc. to Reporting Manager and importatnt Stake Holders.

7. Client Liason and be a single point of contact for addressing queries from existing and prospective clients, Manage key customer relationships.

8. Coordinate with delivery team and ensure successful Project execution.

9. Work closely with other support functions and ensure smooth operations

10. Conduct one-on-one meetings with direct reports and weekly staff meetings with team, maintain MIS and weekly review reports.

11. Design, develop and implement adequate policies and procedures.

12. Ensure security of data, network access and backup systems

13. Overseeing and determining timeframes for major IT projects including system updates, upgrades, migrations and outages