Role & Responsibilities

Key Responsibilities

A. Dialer Administration

- Manage, configure, and maintain dialer systems to ensure uninterrupted operations.
- Monitor dialer performance and optimize campaigns for maximum efficiency.
- Troubleshoot dialer-related issues and coordinate with vendors for timely resolution.

B. Telephony Management

- Administer IP telephony, PRI/SIP trunks, IVR systems, and call routing.
- Coordinate with telecom service providers for installations, maintenance, and issue resolution.
- Monitor call quality and ensure high system availability.

C. Network Administration

- Install, configure, and maintain LAN, WAN, Wi-Fi, VPN, routers, switches, and firewalls.
- Monitor network performance and resolve connectivity issues.
- Ensure network security, uptime, and optimal performance.

D. CRM & Software Support

- Provide technical support for CRM applications and business software.
- Manage user accounts, access rights, and software configurations.
- Coordinate with software vendors for upgrades, troubleshooting, and maintenance.

E. Server Administration

- Administer Windows/Linux servers and related infrastructure.
- Perform system monitoring, backups, updates, and disaster recovery activities.
- Ensure server security, performance, and availability.

F. Desktop & User Support

- Provide first and second-level technical support for desktops, laptops, printers, and peripherals.
- Install, configure,



and maintain hardware and software.
- Resolve user issues within defined service levels and maintain IT asset records.

G. Information Security

- Implement and monitor IT security policies and procedures.
- Ensure endpoint protection, data backup, antivirus management, and access control.
- Support internal and external IT audits and compliance requirements.

H. Operations Support

- Provide technical support to business operations and contact centre functions.
- Ensure maximum uptime of all IT infrastructure and critical business applications.
- Prepare MIS reports, maintain documentation, and recommend process improvements.

*Communication Responsibilities*

The incumbent should be capable of:

- Communicating professionally with clients and internal stakeholders.
- Coordinating effectively with telecom service providers, internet service providers, and hardware vendors.
- Liaising with software vendors for implementation, support, and issue resolution.
- Participating in technical discussions and providing practical solutions.
- Preparing technical documentation, reports, and qualified email communications.
- Conducting user training sessions on IT systems and applications.
- Supporting internal, client, and statutory audit requirements.
- Collaborating with cross-functional teams to ensure seamless IT operations.

📌 IT Operations Incharge (Noida)
🏢 Promind Solution
📍 Noida