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unifyCX - IT Infrastructure Manager

unifyCX - IT Infrastructure Manager

Glow TouchMysore
30+ days ago
Job description

Position Summary : We are seeking an experienced and dynamic IT Manager to lead our IT operations, with a primary focus on supporting our high-volume call center environments.

This role is responsible for ensuring the stability, performance, and security of our IT infrastructure.

The successful candidate will be a proven leader capable of managing a team, collaborating across departments, driving process improvements, and resolving complex technical challenges.

Key Responsibilities :

Call Center IT Operations Leadership :

  • Oversee IT infrastructure and support for call center operations, ensuring high availability.
  • Manage the deployment and optimization of call center technologies.
  • Develop strategies to enhance operational efficiency through technology.
  • Prior exposure to platforms such as Avaya, Aspect, Cisco UCCE, Asterisk, and / or Amazon Connect.
  • Troubleshoot and resolve complex issues related to voice quality, call routing, CTI (Computer Telephony Integration), and other call center specific applications.
  • Collaborate with vendors and service providers for voice-related solutions and support.

Advanced Issue Resolution :

  • Serve as an escalation point for complex IT issues, particularly those affecting voice-based processes.
  • Lead problem-solving initiatives to prevent recurring technical problems.
  • Identity & Access Management Oversight :

  • Manage user identities and access across enterprise systems.
  • Ensure secure identity management practices are followed.
  • Network Support & Coordination :

  • Possess foundational knowledge of network infrastructure and Coordinate with network specialists for advanced issues and projects.
  • BPO Environment Expertise :

  • Apply extensive experience within BPO or call center settings to align IT services with business needs.
  • Team & Cross-Functional Collaboration :

  • Lead and develop a team of IT professionals.
  • Coordinate effectively with various internal and external teams to resolve issues and deliver projects.
  • Incident & Process Management :

  • Oversee incident response and problem resolution processes.
  • Drive continuous improvement in IT processes and practices.
  • IT Security & Compliance Participation :

  • Contribute to IT security audits and ensure adherence to compliance standards.
  • Implement and maintain IT security best practices.
  • IT Asset Management :

  • Manage the lifecycle of IT assets.
  • Required Skills and Qualifications :

    Education :

  • Bachelor's degree in a Computer Science of relevant technical field.
  • Experience :

  • Minimum of 12 years of progressive experience in IT, with at least 3 years in a leadership or managerial role.
  • Significant progressive experience in IT, with a substantial portion in a leadership / managerial capacity.
  • Mandatory extensive experience managing IT operations within a call center or BPO environment.
  • Technical Proficiency :

  • Proven ability to troubleshoot and resolve complex technical issues, especially related to voice systems.
  • Understanding of identity and access management concepts.
  • Familiarity with network fundamentals.
  • Demonstrated ability to manage and lead an IT team in a 24x7 operational setup.
  • Strong knowledge of VoIP technologies, ACD, IVR etc.
  • Leadership & Soft Skills :

  • Demonstrated leadership, team management, and mentoring abilities.
  • Strong organizational and project coordination skills.
  • Exceptional problem-solving and communication skills.
  • (ref : hirist.tech)

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