Job Summary

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.

Responsibilities

- 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 current Contact Center technology rollouts and integrations

- Cost Optimization

- Optimize infrastructure cost through efficient utilization and vendor negotiation
- Drive automation and standardization to improve efficiency

- Team Management

- Lead and mentor a team of Infra engineers and SMEs
- Drive performance management, knowledge sharing, and skill development

Qualifications and Experience Educational Qualifications
- Bachelor's degree in Engineering (IT/Computer Science/Electronics) or equivalent

Work Experience
- 5-6 years of experience in IT Infrastructure / Data Center Operations
- Minimum 3 years in leadership role managing teams
- Experience in Contact Center (PCCE, UCCE) infrastructure management (Not Compulsory)
- Exposure to BFSI domain (Not Compulsory)

Certifications (Preferred)
- ITIL Foundation / Intermediate
- VMware / Microsoft / Cisco certifications
- Cloud certifications (AWS/Azure) Not Compulsory

Soft Skills
- Strong analytical and troubleshooting skills
- Leadership and stakeholder influence
- Excellent verbal and written communication
- Ability to manage critical incidents and escalations

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