Website:
profoundiq.com
Job details:
Company Description
ProfoundIQ offers CTO-as-a-Service, providing senior technology leadership to help organizations navigate growth, align engineering with business goals, and build scalable systems. Our team takes a hands-on approach by actively participating in decision-making, execution, and driving outcomes to achieve measurable success. Services include Fractional CTO leadership, strategic product consulting, engineering team scaling, and technology due diligence for investors. With a business-first, outcome-driven approach, we focus on reducing risk and building robust technology foundations that support long-term success.
Job Summary
We are looking for an experienced and proactive IT Manager to oversee and manage the complete IT operations across our 4 call center locations. The role involves managing daily IT activities, ensuring infrastructure uptime, supporting dialer and telecom operations, monitoring L1 IT teams across centers, handling audit compliance requirements, and ensuring uninterrupted business operations.
The ideal candidate should have strong technical knowledge in call center infrastructure, networking, servers, dialers, telecom systems, and team management, along with the ability to coordinate effectively with internal stakeholders and vendors.
Key Responsibilities
1. IT Operations Management
- Ensure smooth day-to-day IT operations across all centers.
- Monitor and manage the performance of IT infrastructure including systems, servers, networks, internet connectivity, and telephony.
- Ensure maximum uptime for all business-critical applications and services.
- Coordinate with L1/L2 IT teams across all locations for issue resolution and operational support.
- Conduct regular operational reviews and status updates with management.
2. Team Management & Monitoring
- Manage and guide L1/L2 IT support teams across all centers.
- Allocate tasks and responsibilities effectively among team members.
- Track team productivity, response time, and issue closure efficiency.
- Ensure proper shift coverage and support availability for operations.
- Conduct regular performance reviews and provide necessary training and guidance.
3. Dialer & Telecom Management
- Handle and monitor all dialer-related operations and issues.
- Coordinate with telecom vendors and service providers for PRI/SIP/IP telephony issues.
- Ensure smooth inbound and outbound calling operations without interruptions.
- Escalate and resolve critical telecom or dialer outages on priority.
4. Server & Infrastructure Management
- Ensure all servers, systems, and network devices are operational and monitored regularly.
- Monitor server health, backups, storage utilization, and security updates.
- Coordinate with vendors or internal teams for preventive maintenance activities.
- Ensure proper disaster recovery and backup procedures are followed.
- Maintain uptime and performance of applications and databases.
5. Audit & Compliance Management
- Ensure all IT audit checkpoints and compliance requirements are met.
- Maintain required IT documentation, logs, access controls, and checklists.
- Conduct internal audits and periodic reviews to avoid external audit escalations.
- Ensure adherence to organizational IT security policies and client compliance requirements.
- Address audit observations and close action items within timelines.
6. Incident & Escalation Management
- Ensure quick resolution of critical IT incidents impacting business operations.
- Act as the primary escalation point for major technical issues.
- Coordinate with vendors, ISPs, telecom partners, and internal stakeholders during outages.
- Maintain incident reports and root cause analysis (RCA) for major issues.
- Implement preventive measures to reduce recurring incidents.
7. Reporting & Documentation
- Share daily, weekly, and monthly IT status reports with management.
- Maintain asset inventory and IT infrastructure documentation.
- Prepare uptime reports, audit reports, issue trackers, and escalation summaries.
- Track SLA adherence for IT support activities.
Required Skills & Competencies
Technical Skills
- Strong knowledge of:
- Call center IT infrastructure
- Dialers and telephony systems
- Networking and firewall management
- Windows/Linux servers
- LAN/WAN management
- ISP and telecom coordination
- Backup and disaster recovery
- IT audit and compliance processes
Soft Skills
- Strong leadership and team management skills
- Excellent troubleshooting and problem-solving ability
- Good communication and stakeholder management
- Ability to work under pressure during critical outages
- Strong coordination and escalation handling skills
Educational Qualification
- Bachelor’s Degree in Computer Science / Information Technology / Engineering or related field.
- Relevant certifications will be an added advantage.
Experience Required
- Minimum 5–8 years of experience in IT operations.
- Minimum 2–3 years of experience in managing IT infrastructure for BPO/Call Center operations preferred.
- Experience in handling multi-location IT operations is mandatory.
Key Performance Indicators (KPIs)
- Infrastructure uptime percentage
- Dialer and telecom uptime
- Audit compliance score
- IT issue resolution TAT
- Escalation count reduction
- Team productivity and SLA adherence
- Server and network performance stability
Preferred Candidate Profile
- Experience in BPO/Call Center environment.
- Ability to manage multiple centers remotely.
- Strong understanding of operational criticality and business continuity.
- Vendor management experience preferred.
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