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."

📌 Manager - Operations Support (CEPD) (Kurla)
🏢 IFTAS - Indian Financial Technology u0026 Allied Services
📍 Kurla