It Manager

Position
IT Manager

Department Information Technology

IndustryBPO / ITES

Team Size 20 IT Staff
Role Summary
We are seeking a seasoned IT Manager with deep hands-on experience in BPO infrastructure, network security, and dialer operations. The ideal candidate will be a technical leader who can simultaneously manage enterprise infrastructure, enforce security policies, and keep mission-critical call-center operations running 24/7. This role demands equal parts technical depth and operational discipline.
Key Responsibilities
1. Infrastructure & Network Management
Design, deploy, and maintain scalable LAN/WAN/VPN infrastructure for BPO floor operations
Manage Sophos XG/XGS & Meraki Firewall policy creation, IPS/IDS rules, SSL inspection, and threat intelligence feeds
Administer SD-WAN, MPLS, and ISP link aggregation/failover for zero-downtime operations
Oversee VLAN segmentation across agent floors, management zones, PCI/compliance environments, and DMZ
Monitor bandwidth, QoS prioritization for SIP traffic, and application-level controls
Manage structured cabling, patch panels, PoE switches, and data center rack organization

2. Dialer & Telephony Operations
Administer predictive/progressive/preview dialers Avaya, Genesys, Vicidial, Five9, or equivalent
Configure SIP trunks, DID routing, IVR call flows, and agent skill-based routing
Manage dialer campaign setup, disposition mapping, TCPA/DNC list compliance, and call recording
Monitor real-time dialer performance: abandon rates, pacing ratios, concurrent calls, and agent utilization
Troubleshoot call quality issues jitter, packet loss, echo, latency using tools like Wireshark/SolarWinds
Coordinate with telecom carriers for SLA enforcement, number porting, and capacity augmentation
Ensure business continuity with dialer failover configurations and backup SIP carrier routing

3. Linux Systems Administration
Administer CentOS, RHEL, Ubuntu, and Debian servers in production BPO environments
Manage system performance: CPU/memory tuning, disk I/O optimization, kernel parameters, and swap
Automate routine tasks via Bash scripting, Cron jobs, and Python automation scripts
Deploy and manage services: Apache/Nginx, MySQL/MariaDB, SSH hardening, NFS/Samba, and FTP
Implement Linux-based security: SELinux/AppArmor policies, auditd, fail2ban, and IPTables/nftables
Manage centralized log aggregation with rsyslog/syslog-ng and ELK Stack or Graylog
Perform capacity planning, performance benchmarking, and root cause analysis for Linux incidents

4. Security & Compliance
Own and enforce IT security policies aligned with ISO 27001, PCI-DSS, SOC 2, or NASSCOM guidelines
Conduct periodic vulnerability assessments using Nessus, OpenVAS, or equivalent tools
Manage endpoint protection via Sophos Intercept X / EDR threat hunting and incident response
Administer identity and access management: Active Directory, LDAP, MFA, and PAM solutions
Implement and maintain Data Loss Prevention (DLP) policies for agent workstations and email gateways
Lead security awareness training and quarterly phishing simulation exercises for BPO staff
Maintain audit-ready documentation: change logs, access reviews, incident reports, and VAPT records

5. Team Leadership & IT Operations
Lead and mentor a team of IT support engineers, NOC analysts, and helpdesk technicians
Define and enforce SLAs/OLAs for IT helpdesk, infrastructure incidents, and change requests
Manage ITSM workflows using Freshservice, Jira Service Management, or ServiceNow
Drive IT asset lifecycle management: procurement, tagging, tracking, refresh, and decommissioning
Develop and test Business Continuity and Disaster Recovery (BCP/DR) plans with defined RTO/RPO targets
Manage vendor relationships: ISPs, hardware OEMs, software licensors, and managed service providers
Prepare monthly IT MIS reports, capacity dashboards, and security posture summaries for leadership

6. Cloud & Virtualization
Manage on-premise VMware vSphere / Hyper-V virtualization clusters for BPO workloads
Administer hybrid cloud environments: AWS, Azure, or GCP for backup, DR, and SaaS integration
Oversee Microsoft 365 / Google Workspace administration including email, Teams/Meet, and SharePoint
Implement cloud security controls: NSGs, security groups, IAM roles, and cloud-native DLP

Required Technical Skills

Sophos XG/XGS Firewall Meraki Firewall SD-WAN / MPLS / VPN Predictive Dialers (Vicidial / Asterisk/Avaya / Genesys) SIP / VoIP / RTP Protocols Linux (RHEL / Ubuntu / CentOS) Bash / Python Scripting VMware vSphere / Hyper-V Active Directory / LDAP / GPO Network Monitoring (PRTG / Zabbix) DLP / PAM / MFA Solutions SIEM / Log Management (ELK / Graylog) ITSM Tools (Freshservice / ServiceNow) Microsoft 365 / Exchange Admin

Qualifications & Experience
Educational Requirements
B.Tech / B.E. in Computer Science, Information Technology, or Electronics & Communication
MCA or equivalent postgraduate degree preferred

Experience Requirements
Minimum 10 years of overall IT experience; minimum 3 years in a BPO/ITES/call-center environment
Minimum 4 years managing predictive/progressive dialers in a live call-center environment
Minimum 5 years of Linux server administration in enterprise or BPO environments
Proven experience managing IT infrastructure for 500+ seat BPO operations
Demonstrated experience leading an IT team of 5 or more engineers/analysts

Certifications (Preferred)
Hands on experience on Firewall strongly preferred
CCNA / CCNP Cisco Certified Network Associate / Professional
RHCSA / RHCE Red Hat Certified System Administrator / Engineer
ITIL v4 Foundation IT Service Management
Key Competencies & Soft Skills
Incident Command: ability to calmly lead major incident resolution under pressure in 24/7 BPO environments
Stakeholder Communication: translate technical issues into business-impact language for CXO-level audiences
Proactive Problem Solving: anticipate infrastructure bottlenecks before they affect agent productivity
Vendor Negotiation: manage contracts, SLA enforcement, and escalations with ISPs and technology vendors
Analytical Thinking: data-driven decision-making using dashboards, capacity reports, and trend analysis
Documentation Discipline: maintain accurate, audit-ready IT documentation and runbooks
Team Development: coach, mentor, and build capability within the IT support team
Cross-functional Collaboration: work with Operations, HR, Compliance, and Client teams on IT initiatives

Key Performance Indicators (KPIs)
Network uptime 99.9% across all BPO floor circuits and critical links
Dialer availability 99.5% during operational hours with zero P1 incidents unresolved beyond 2 hours
Mean Time to Resolve (MTTR) for P1/P2 incidents within defined SLA windows
Zero critical security breaches; all VAPT findings remediated within agreed timelines
IT helpdesk first-call resolution rate 80% with CSAT 4.2/5.0
100% completion of quarterly access reviews, patch cycles, and DRP test exercises
IT asset inventory accuracy ¥ 98% verified through bi-annual audits