Hyderabad, Telangana, India
Information Technology
Full-Time
UnifyCX
Overview
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
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 troubleshooting.
- 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.
- 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.
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