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.