Job Purpose
JOB PURPOSE
The Sr. Domain Manager – Infra (Contact Center DC) is responsible for end-to-end management, availability, performance, and optimization of Data Center infrastructure supporting Contact Center operations & Projects.
The role ensures high availability, resiliency, scalability, compliance, and cost optimization of IT infrastructure, enabling seamless business operations and superior customer experience.
This includes ownership of Contact Center DC infrastructure vendor governance, incident management, DR readiness, and continuous improvement initiatives.Duties and Responsibilities
3. PRINCIPAL ACCOUNTABILITIES
Infrastructure Management
• Ensure 24x7 availability of Data Center and Contact Center infrastructure
• Manage servers, storage, backup, virtualization, and network components
• Oversee Contact Center technologies (IVR, Dialers, ACD, CTI, Voice Recording systems)
• Ensure capacity planning and infrastructure lifecycle management
Operational Excellence
• Drive incident, problem, and change management (ITIL practices)
• Ensure adherence to SLAs, OLAs, and KPIs




• Perform root cause analysis (RCA) and implement preventive measures
• Monitor system performance and optimize utilization
Data Center Governance & Compliance
• Ensure compliance with information security policies, audits, and regulatory standards
• Maintain DR (Disaster Recovery) and BCP readiness with periodic drills
• Manage patching, vulnerability remediation, and security controls
Vendor & Stakeholder Management
• Manage OEMs, MSPs, vendors, and service partners
• Ensure vendor performance against SLA commitments
• Act as key interface between business (Contact Center), IT, and vendors
Project & Transformation Initiatives
• Lead infrastructure projects including DC migration, modernization, and automation
• Support recent Contact Center technology rollouts and integrations
Cost Optimization
• Optimize infrastructure cost through efficient utilization and vendor negotiation
• Drive

📌 Senior Domain Manager (Pune)
🏢 Bajaj Finance
📍 Pune