We are looking for a Manager with robust expertise in IVR, Vici Dial, SIP, Contact Center Technologies and Production Support and team management. The ideal candidate will provide technical leadership, drive major incident resolution, support critical business applications, and ensure service reliability across enterprise contact center platforms.
1. Key Responsibilities:
SERVICE OWNERSHIP AND OPERATIONAL LEADERSHIP
• Own 24x7 production support and service delivery for Contact Center applications, telephony, integrations, recording, reporting, and omnichannel capabilities.
• Lead L1/L2 operations teams, shift leads, and partner resources; define accountabilities, shift coverage, escalation paths, and performance expectations.
• Ensure platform availability, stability, capacity, security, and recoverability in line with business service levels and operational risk appetite.
• Chair daily operational reviews and provide concise service-health, risk, incident, change, capacity, and improvement updates to stakeholders.

INCIDENT, PROBLEM, AND CRISIS MANAGEMENT




• Act as management escalation owner for P1/P2 incidents; mobilize resolver teams, govern bridge calls, and ensure timely business communication.
• Drive service restoration, impact assessment, executive updates, customer-impact visibility, and disciplined handover throughout major incidents.
• Approve and review RCAs, corrective and preventive actions, known-error records, and problem backlogs; challenge superficial or recurring fixes.
• Analyze incident trends and operational data to reduce repeat failures, improve detection, and lower mean time to acknowledge, restore, and resolve.

CHANGE, RELEASE, CONFIGURATION, AND RESILIENCE
• Govern production changes, releases, upgrades, patches, configuration baselines, certificate renewals, and emergency changes.
• Ensure implementation, testing, rollback, communication, post-change validation, and segregation-of-duties requirements are met before approval.
• Oversee h

📌 Manager - Operations Support (Contact Center / VICI Dial) (Kurla)
🏢 IFTAS - Indian Financial Technology & Allied Services
📍 Kurla