Position: Chief Information Security Officer (CISO) / IT Head

Location: Noida

Industry: BPO / ITES

Role Overview

We are seeking a seasoned CISO / IT Head to lead IT Infrastructure, Dialer Systems, Telephony Architecture, and Information Security Governance for our BPO operations.

This role will ensure secure, scalable, and SLA-driven IT operations that support uninterrupted voice and non-voice delivery while meeting client compliance and uptime commitments.

This position will hold end-to-end ownership of technology performance, security posture, and IT service-level adherence.

Key Responsibilities

1. SLA Governance & IT Service Management

- Define and implement IT Service Level Agreements (SLAs) aligned with client contracts and operational requirements.

- Ensure uptime SLA adherence for:

- Dialer Systems

- Telephony Infrastructure

- Network Connectivity

- CRM & Production Applications

- Establish Incident Response SLAs (P1, P2, P3 categorization).

- Monitor and report SLA compliance metrics weekly/monthly.

- Drive Root Cause Analysis (RCA) for SLA breaches.

- Implement preventive controls to reduce repeat incidents.

- Maintain IT ticketing system with defined TAT benchmarks.

- Ensure vendor SLAs (ISP, PRI, SIP, Cloud providers) align with internal SLAs.

2. Dialer & Telephony Operations

- Oversee Predictive / Progressive Dialer operations.

- Ensure dialer uptime > 99.5%.

- Monitor ASR, ACD, call drops, latency, and voice quality.

- Manage PRI, SIP trunking, VoIP systems.

- Ensure secure call recording, storage, and retrieval.

- Maintain redundancy for telecom lines.

- Provide real-time support for production floor issues.

3. IT Infrastructure & Network Management

- Manage Servers (Physical/Virtual), Cloud Infrastructure (AWS/Azure).

- Maintain firewall configurations and network segmentation.





- Ensure secure LAN/WAN architecture.

- Manage endpoint security and patch management.

- Implement redundancy planning for internet and power.

4. Information Security & Compliance

- Implement and maintain ISO 27001 framework.

- Lead internal and external audits.

- Ensure 100% compliance with client security mandates.

- Manage access control and role-based permissions.

- Conduct periodic risk assessments and vulnerability reviews.

- Ensure closure of audit observations within defined timelines.

5. Data Protection & Voice Process Controls

- Ensure encryption of call recordings and sensitive data.

- Implement DLP controls and access monitoring.

- Prevent unauthorized data transfer via USB/email.

- Monitor floor surveillance and system logs.

- Strengthen insider risk controls.

6. Business Continuity & Risk Management

- Develop and test Disaster Recovery (DR) and BCP frameworks.

- Conduct periodic DR drills.

- Ensure defined Recovery Time Objective (RTO) and Recovery Point Objective (RPO) adherence.

- Maintain backup and restoration testing protocols.

7. Client & Vendor Management

- Participate in client audits and SLA review meetings.

- Provide IT & Security inputs for RFPs.

- Manage telecom, hardware, and cloud vendors.

- Negotiate contracts aligned with uptime and response SLAs.

- Escalation management for SLA breaches.

8. Leadership & Reporting

- Lead IT, Network, Dialer, and Security teams.

- Define team KPIs aligned with SLA compliance.

- Present monthly IT & Security performance dashboard to leadership.

- Drive cost optimization without impacting uptime.

- Establish structured IT governance and SOPs.

Requirements

- 15+ years in IT Infrastructure & Security.

- Minimum 7 years in BPO Domestic/International.

- Experience managing 5000+ seats.

- Strong experience in SLA-driven IT workplace.

📌 Chief Information Security Officer (CISO) / IT Head (Noida)
🏢 Corporate Stalwarts
📍 Noida