Position

IT Manager

Department Information Technology

IndustryBPO / ITES

Team Size 20 IT Staff

Role Summary

We are seeking a seasoned IT Manager with deep hands-on experience in BPO infrastructure, network security, and dialer operations. The ideal candidate will be a technical leader who can simultaneously manage enterprise infrastructure, enforce security policies, and keep mission-critical call-center operations running 24/7. This role demands equal parts technical depth and operational discipline.

Key Responsibilities

1. Infrastructure & Network Management

Design, deploy, and maintain scalable LAN/WAN/VPN infrastructure for BPO floor operations

Manage Sophos XG/XGS & Meraki Firewall policy creation, IPS/IDS rules, SSL inspection, and threat intelligence feeds

Administer SD-WAN, MPLS, and ISP link aggregation/failover for zero-downtime operations

Oversee VLAN segmentation across agent floors, management zones, PCI/compliance environments, and DMZ

Monitor bandwidth, QoS prioritization for SIP traffic, and application-level controls

Manage structured cabling, patch panels, PoE switches, and data center rack organization

2. Dialer & Telephony Operations

Administer predictive/progressive/preview dialers Avaya, Genesys, Vicidial, Five9, or equivalent

Configure SIP trunks, DID routing, IVR call flows, and agent skill-based routing

Manage dialer campaign setup, disposition mapping, TCPA/DNC list compliance, and call recording

Monitor real-time dialer performance: abandon rates, pacing ratios, concurrent calls, and agent utilization

Troubleshoot call quality issues jitter, packet loss, echo, latency using tools like Wireshark/SolarWinds

Coordinate with telecom carriers for SLA enforcement, number porting, and capacity augmentation

Ensure business continuity with dialer failover configurations and backup SIP carrier routing

3. Linux Systems Administration

Administer CentOS, RHEL, Ubuntu, and Debian servers in production BPO environments

Manage system performance: CPU/memory tuning, disk I/O optimization, kernel parameters, and swap

Automate routine tasks via Bash scripting, Cron jobs, and Python automation scripts

Deploy and manage services: Apache/Nginx, MySQL/MariaDB, SSH hardening, NFS/Samba, and FTP

Implement Linux-based security: SELinux/AppArmor policies, auditd, fail2ban, and IPTables/nftables

Manage centralized log aggregation with rsyslog/syslog-ng and ELK Stack or Graylog

Perform capacity planning, performance benchmarking,



and root cause analysis for Linux incidents

4. Security & Compliance

Own and enforce IT security policies aligned with ISO 27001, PCI-DSS, SOC 2, or NASSCOM guidelines

Conduct periodic vulnerability assessments using Nessus, OpenVAS, or equivalent tools

Manage endpoint protection via Sophos Intercept X / EDR threat hunting and incident response

Administer identity and access management: Active Directory, LDAP, MFA, and PAM solutions

Implement and maintain Data Loss Prevention (DLP) policies for agent workstations and email gateways

Lead security awareness training and quarterly phishing simulation exercises for BPO staff

Maintain audit-ready documentation: change logs, access reviews, incident reports, and VAPT records

5. Team Leadership & IT Operations

Lead and mentor a team of IT support engineers, NOC analysts, and helpdesk technicians

Define and enforce SLAs/OLAs for IT helpdesk, infrastructure incidents, and change requests

Manage ITSM workflows using Freshservice, Jira Service Management, or ServiceNow

Drive IT asset lifecycle management: procurement, tagging, tracking, refresh, and decommissioning

Develop and test Business Continuity and Disaster Recovery (BCP/DR) plans with defined RTO/RPO targets

Manage vendor relationships: ISPs, hardware OEMs, software licensors, and managed service providers

Prepare monthly IT MIS reports, capacity dashboards, and security posture summaries for leadership

6. Cloud & Virtualization

Manage on-premise VMware vSphere / Hyper-V virtualization clusters for BPO workloads

Administer hybrid cloud environments: AWS, Azure, or GCP for backup, DR, and SaaS integration

Oversee Microsoft 365 / Google Workspace administration including email, Teams/Meet, and SharePoint

Implement cloud security controls: NSGs, security groups, IAM roles, and cloud-native DLP

Required Technical Skills

Sophos XG/XGS Firewall Meraki Firewall SD-WAN / MPLS / VPN Predictive Dialers (Vicidial / Asterisk/Avaya / Genesys) SIP / VoIP / RTP Protocols Linux (RHEL / Ubuntu / CentOS) Bash / Python Scripting VMware vSphere / Hyper-V Active Directory / LDAP / GPO Network Monitoring (PRTG / Zabbix)



DLP / PAM / MFA Solutions SIEM / Log Management (ELK / Graylog) ITSM Tools (Freshservice / ServiceNow) Microsoft 365 / Exchange Admin

Qualifications & Experience

Educational Requirements

B.Tech / B.E. in Computer Science, Information Technology, or Electronics & Communication

MCA or equivalent postgraduate degree preferred

Experience Requirements

Minimum 10 years of overall IT experience; minimum 3 years in a BPO/ITES/call-center environment

Minimum 4 years managing predictive/progressive dialers in a live call-center setting

Minimum 5 years of Linux server administration in enterprise or BPO environments

Proven experience managing IT infrastructure for 500+ seat BPO operations

Demonstrated experience leading an IT team of 5 or more engineers/analysts

Certifications (Preferred)

Hands on experience on Firewall strongly preferred

CCNA / CCNP Cisco Certified Network Associate / Professional

RHCSA / RHCE Red Hat Certified System Administrator / Engineer

ITIL v4 Foundation IT Service Management

Key Competencies & Soft Skills

Incident Command: ability to calmly lead major incident resolution under pressure in 24/7 BPO environments

Stakeholder Communication: translate technical issues into business-impact language for CXO-level audiences

Proactive Problem Solving: anticipate infrastructure bottlenecks before they affect agent productivity

Vendor Negotiation: manage contracts, SLA enforcement, and escalations with ISPs and technology vendors

Analytical Thinking: data-driven decision-making using dashboards, capacity reports, and trend analysis

Documentation Discipline: maintain accurate, audit-ready IT documentation and runbooks

Team Development: coach, mentor, and build capability within the IT support team

Cross-functional Collaboration: work with Operations, HR, Compliance, and Client teams on IT initiatives

Key Performance Indicators (KPIs)

Network uptime 99.9% across all BPO floor circuits and critical links

Dialer availability 99.5% during operational hours with zero P1 incidents unresolved beyond 2 hours

Mean Time to Resolve (MTTR) for P1/P2 incidents within defined SLA windows

Zero critical security breaches; all VAPT findings remediated within agreed timelines

IT helpdesk first-call resolution rate 80% with CSAT 4.2/5.0

100% completion of quarterly access reviews, patch cycles, and DRP test exercises

IT asset inventory accuracy ¥ 98% verified through bi-annual audits

📌 It Manager (Noida)
🏢 Nimbus Ites
📍 Noida