B2R Technologies - Technology Leader

Job Description: Technology Leader

1. Role Title: Technology Leader (Manager/Sr. Manager- IT)

2. Background: Technology is a very crucial element in making the rural BPO concept successful - since it is on the technology backbone that multiple centers across different locations get connected to deliver to client requirements in a seamless manner.

3. Primary Goals of the role are to lead the technology function of B2Rs rural BPO business - to contribute both at a strategic level as well as operational.

4. Key Areas of Responsibility for the role: there are many aspects of technology that need to be focused upon:-

A. IT Infrastructure related:

1) Set up and manage Technology & Network infrastructure across B2R operations centers; suggest upgradation as required to keep the infrastructure up to date.

2) Choose appropriate hardware, software, suitable platforms (FOSS/Windows); manage partners/vendors (including ISPs) for technology infrastructure

3) On an ongoing basis, review operational delivery requirements, existing technology infrastructure setup and suggest upgradation/future roadmap based on growth projections; scan technology horizon, evaluate what can/needs to be adopted from time to time, to maintain cost advantage for center locations.

4) Manage day to day operations of IT systems & Network, ensures planning, end-user impact, change management, maintenance requirements are properly addressed and monitored to ensure that deadlines, service levels are met and results are delivered.

5) Manage relationships with (and between) vendors and suppliers, ensuring contracts and service levels are negotiated in line with business requirements and financial constraints

6) Ensure maintenance of IT Inventory and Records (Hardware and Software). Publish relevant reports & procedural documentation on periodic basis for updates/ reporting

B. Client Project Solutions:

7) For new customer engagements, interact with client IT teams to understand Technology requirements of client/project coming up from time to time

8) Create and implement Technology solutions to meet client and business requirements - projects may require some adaptation/customizing of technology (infrastructure) elements to implement at B2R sites, being involved in the same at a hands-on level

9) For existing customer delivery engagements, on an ongoing basis, deliver technology infrastructure in a predictable manner (to SLAs, external & internal)

C. Compliance & Information Security:

10) Manage an Information Security Management System (based on ISO27001 & SSAE16) - in line with the information risks & security requirements of customers; lead documentation of policies and procedures, manage information assets; lead/participate in ongoing implementation & management of the ISMS program, including participating in training/awareness programs, internal audits, collection of evidence of implementation of controls, participation in management reviews.

D. Automation using Software tools/Applications:

11) Work closely with operations teams and different functions to make available appropriate applications/software/dashboards - for better work distribution and work management; for productivity increase of team members working in different client processes; and to generate reporting dashboards for management information;

E. People Management:

12) Create, lead, train & manage an IT helpdesk support team to perform system administration, hardware/software/user support.

13) Manage and develop the Information Technology specialists, working with them to plan and prioritise their workloads, set objectives and conduct appraisals

14) Provide continued support and guidance to improve teams performance and results.

15) Ensure training is provided on any new technology, tools, application etc.

5. Skills needed:

a. IT infrastructure management skills to manage infrastructure at a hands-on level system administration, networking, desktop support, server management; experience with open source tools, platforms, software.

b. Application Development / management of application development.

c. People skills (experience needed in a role involving influencing others) to be able to influence internal & external customers

d. Documentation skills to manage technology function using a systematic process driven approach;

e. Planning skills to create innovative, low-cost, value-driven hardware/software solutions;

f. Prior exposure to startup environment preferred

6. Qualifications & Experience:

a. Post Graduate/Graduate with formal qualification in IT (ITIL qualification preferred)

b. 8-12 years of work experience in IT

7. Requirements of job:

a. Person can be based in Uttarakhand (preferable) or Delhi. If based in Uttarakhand, individual could reside in/around our center (or stay in nearby town like Almora, Haldwani, Ranikhet, Nainital, or Bhimtal). If based out of Delhi, then must be willing to travel (at least 50% of time) across B2R operations centers in Uttarakhand