Head - IT Network & Infrastructure

Head - IT Network & Infrastructure

Job Description:

The Head of IT - Network & Infrastructure will be responsible for leading, managing, and securing the complete IT network and infrastructure environment across all organizational locations. The role supports both domestic and international BPO operations and ensures high availability, performance, compliance, and security for 24x7 business-critical systems.

Key Responsibilities:

- Lead end-to-end network and infrastructure operations across all company locations

- Design, implement, and maintain LAN, WAN, MPLS, SD-WAN, VPN, and Wi-Fi networks

- Ensure high availability and performance of network systems supporting voice and non-voice BPO processes

- Manage network security including firewalls, access controls, VPNs, and monitoring tools

- Support domestic and international voice operations including VoIP, SIP trunks, PRIs, and call center technologies

- Monitor and optimize network performance to meet international voice quality standards

- Plan and execute new site setups, expansions, and infrastructure upgrades

- Establish redundancy, disaster recovery, and business continuity frameworks

- Ensure compliance with ISO 27001, SOC, PCI-DSS, and client-specific security requirements

- Ensure adherence to Indian telecom regulations and data security norms

- Manage ISP, telecom, and hardware vendors, including SLA and cost management

- Define IT policies, SOPs, documentation, and escalation procedures

- Lead, mentor, and manage IT network and infrastructure teams

- Act as the final escalation point for critical incidents and outages

Technical Skills and Expertise:

- Enterprise-level experience in network and infrastructure management

- Strong knowledge of routing and switching technologies

- Experience with firewall and security platforms

- Expertise in VPN technologies (SSL/IPSEC)

- Experience with MPLS, SD-WAN, leased lines, and redundancy architecture

- Knowledge of Wi-Fi design for large office and call center environments

- Understanding of network monitoring, troubleshooting, and performance optimization

- Hands-on experience supporting high-availability BPO or call center environments

Experience and Qualifications:

- 12 to 15+ years of overall IT experience

- Minimum 5 to 7 years in a senior leadership or managerial role

- Preferred experience in BPO/BPM organizations supporting both domestic and international processes

- Experience managing multi-location IT infrastructure

- Bachelor's degree in Computer Science, IT, or Engineering (MBA preferred)

Key Competencies:

- Strong leadership and team management skills

- Excellent problem-solving and crisis management ability

- Strong vendor and stakeholder management skills

- Business continuity and risk management mindset

- Ability to align IT infrastructure with business objectives