1. Key Responsibilities:

SERVICE OWNERSHIP AND OPERATIONAL LEADERSHIP
Own 24x7 production support and service delivery for Contact Center applications, telephony, integrations, recording, reporting, and omnichannel capabilities.
Lead L1/L2 operations teams, shift leads, and partner resources; define accountabilities, shift coverage, escalation paths, and performance expectations.
Ensure platform availability, stability, capacity, security, and recoverability in line with business service levels and operational risk appetite.
Chair daily operational reviews and provide concise service-health, risk, incident, change, capacity, and improvement updates to stakeholders.

INCIDENT, PROBLEM, AND CRISIS MANAGEMENT
Act as management escalation owner for P1/P2 incidents; mobilize resolver teams, govern bridge calls, and ensure timely business communication.
Drive service restoration, impact assessment, executive updates, customer-impact visibility, and disciplined handover throughout major incidents.
Approve and review RCAs, corrective and preventive actions, known-error records, and problem backlogs; challenge superficial or recurring fixes.
Analyze incident trends and operational data to reduce repeat failures, improve detection, and lower mean time to acknowledge, restore, and resolve.

CHANGE, RELEASE, CONFIGURATION, AND RESILIENCE
Govern production changes, releases, upgrades, patches, configuration baselines, certificate renewals, and emergency changes.
Ensure implementation, testing, rollback, communication, post-change validation, and segregation-of-duties requirements are met before approval.
Oversee high availability, backups, disaster recovery, failover readiness, continuity exercises, and remediation of resilience gaps.
Coordinate maintenance windows and release calendars to minimize disruption and manage interdependent technology changes.

TECHNOLOGY, CAPACITY, AND PERFORMANCE MANAGEMENT
Oversee IVR, ACD, CTI, agent desktop, dialer, SIP/VoIP, SBCs, gateways, call recording, WebRTC, WFM interfaces, CRM, APIs, databases, middleware, and reporting.
Own capacity and performance planning using call volumes, concurrency, license utilization, storage, queue metrics, infrastructure trends, and forecasts.
Drive improvements in monitoring, observability, alert quality, automation, self-healing, operational analytics, and support tooling.
Ensure technical debt, end-of-life components, vulnerabilities, and capacity risks are prioritized, funded, and tracked to closure.

VENDOR, COMMERCIAL, AND STAKEHOLDER MANAGEMENT
Govern OEMs, managed-service providers, telecom carriers, and system integrators against contractual SLAs, obligations, and quality measures.
Lead service reviews, escalations, action tracking, license reconciliation, renewal planning, and vendor-performance improvement.
Partner with Contact Center business leaders, customer-experience teams, architecture,



cybersecurity, infrastructure, development, audit, and compliance.
Support budgeting, demand forecasting, resource planning, licensing, operational investment evaluation, and cost optimization.

PEOPLE MANAGEMENT AND CAPABILITY DEVELOPMENT
Recruit, coach, develop, and retain staff; establish role clarity, objectives, performance measures, succession plans, and learning paths.
Build capability in troubleshooting, incident command, platform administration, telephony, SQL, Linux, middleware, ITSM, documentation, and stakeholder communication.
Promote ownership, learning, knowledge sharing, cross-skilling, and continuous improvement across shifts and locations.
Ensure adequate staffing, attendance, roster coverage, leave planning, and workload balance.

GOVERNANCE, RISK, SECURITY, AND AUDIT
Ensure compliance with ITIL-based processes, production access controls, data privacy, information security, recording retention, and audit requirements.
Maintain SOPs, runbooks, RACI, escalation matrices, service maps, inventories, risk registers, and evidence repositories.
Identify and report service, security, compliance, vendor, and continuity risks; own mitigation plans and escalate material exposures.
Drive closure of audit findings, vulnerabilities, access-review exceptions, and control deficiencies within agreed timelines."

REQUIRED KNOWLEDGE AND TECHNICAL COMPETENCIES
Contact Center domain (Mandatory): Strong knowledge of IVR, ACD, CTI, Asterisk, VICIdial, routing, queues, skills, campaigns, dialers, voice recording, quality management, WFM interfaces, reporting, and omnichannel operations.
Platforms (Desirable): Operational management experience with Genesys, Cisco, Avaya, NICE CXone, Amazon Connect, or an equivalent enterprise platform.
Telephony and networks (Mandatory): SIP, VoIP, RTP, DTMF, codecs, trunks, SBCs, gateways, WebRTC, call flows, carrier services, DNS, TCP/IP, latency, jitter, and packet loss.
Applications and integrations (Desirable): Architecture, CRM/CTI, REST/SOAP APIs, JSON/XML, identity, web services, middleware, message queues, reporting, and interface troubleshooting.
Operating systems and databases (Mandatory): Working knowledge of Linux/Windows operations, SQL, and MySQL sufficient to direct diagnosis and risk-assess changes.
ITSM and observability (Mandatory): ServiceNow or equivalent ITSM, monitoring, logging, APM, alerting, dashboards, and operational reporting.
Service management (Mandatory): Incident, major incident, problem, change, release,



availability, capacity, continuity, knowledge, configuration, and SLA management.
Security and controls (Mandatory): Production-access governance, vulnerability management, audit controls, data privacy, recording retention, risk management, and segregation of duties.
Scripting and infrastructure (Desirable): Understanding of Perl scripting, CI/CD, infrastructure, and on-premises Contact Center services.

LEADERSHIP AND BEHAVIORAL COMPETENCIES
Service ownership; decision-making under pressure; people leadership; executive communication; vendor and negotiation skills; analytical and improvement mindset; customer orientation.

KEY PERFORMANCE INDICATORS
Availability, reliability, and business-impact minutes; priority incident SLA and MTTA/MTTR; recurring-incident, problem-backlog, technical-debt, and aged-action reduction.
Change success, emergency-change ratio, release stability, post-change incidents; capacity, licensing, resilience, DR, security, and audit readiness.
Vendor SLA, escalation closure, action aging, commercial optimization; productivity, coverage, capability, knowledge maturity, attrition, stakeholder satisfaction, and improvement-roadmap delivery.

Skills:

Technical Stack: SAMVAD Contact Center; IVR, ACD, CTI, Asterisk, VICIdial, routing, queues, skills, campaigns, dialers, recording, quality management, WFM, reporting, omnichannel; Genesys, Cisco, Avaya, NICE CXone, Amazon Connect, or equivalent; SIP, VoIP, RTP, DTMF, codecs, trunks, SBCs, gateways, WebRTC, DNS, TCP/IP; Linux, Windows, SQL, MySQL; CRM/CTI, REST/SOAP, JSON/XML, identity, middleware, message queues; Perl, CI/CD, infrastructure, and on-premises services.
Support Model: Managerial ownership of 24x7 production support and service operations; multi-tier team leadership; major-incident escalation; problem/RCA/CAPA governance; change, release, configuration, availability, capacity, continuity, security, risk, audit, vendor, commercial, people, and continual-improvement management.
Tools: ServiceNow or equivalent ITSM; monitoring, centralized logging, APM, alerting, dashboards, operational analytics and reporting; telephony/network diagnostics; database and Linux utilities; knowledge, documentation, roster, vendor, risk, audit, and productivity tools including Microsoft Word, Excel, PowerPoint, and Teams.

Certifications:
Valuable to have: ITIL 4 Foundation, Managing Professional, or equivalent service-management certification; Genesys, Cisco Contact Center, Avaya, or equivalent platform certification; cybersecurity, networking, Linux, database, or ServiceNow certification.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Manager - Operations Support (CEPD) (Mumbai)
🏢 Indian Financial Technology And Alliedservices
📍 Mumbai