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
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.
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.
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.
Information Security