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.

- Solid experience in
SLA-driven IT environment.

📌 Chief Information Security Officer (CISO) / IT Head (Noida)
🏢 Important Business
📍 Noida