AVP/VP – Information Technology (IT)

Role Summary

The person is responsible for the overall technology strategy, infrastructure, software

development, cybersecurity, and operational resilience of a 24x7 Business Process

Management (BPM)/Call Center organization. The role ensures uninterrupted business

operations across customer service, collections, back-office, and digital channels while

leading an in-house software development team that builds and supports business-critical

applications.

The incumbent will drive digital transformation, IT governance, innovation, automation, and

information security while maintaining high availability of all production systems.

Key Responsibilities

IT Strategy \& Leadership

• Develop and execute the organization's IT strategy aligned with business objectives.

• Build technology roadmaps supporting business growth and operational scalability.

• Lead IT budgeting, resource planning, and vendor management.

• Evaluate emerging technologies including AI, Automation, Cloud, Analytics, and

GenAI.

• Establish IT governance, policies, and technology standards.

Infrastructure \& Operations (24x7 Environment)

Own the availability and performance of

• Data Center / Server Rooms

• LAN/WAN Infrastructure

• Internet Connectivity

• Firewalls

• VPN

• Wi-Fi Networks

• Active Directory

• Microsoft 365

• Endpoint Management

• Backup Systems

• Disaster Recovery

• Virtualization

• Cloud Infrastructure

• Voice Infrastructure

• Call Recording Systems

Ensure

• 99.9%+ system availability

• Business Continuity Planning (BCP)

• Disaster Recovery readiness

• Capacity planning

• Patch management

• Performance monitoring

• Preventive maintenance

Contact Center Technology

Manage and optimize

• Dialers (Predictive/Preview/Manual)

• ACD

• IVR

• CTI Integration

• CRM Platforms

• Workforce Management tools

• Quality Monitoring tools

• Voice Logging

• Call Recording

• Omnichannel Platforms

• SMS \& WhatsApp Integrations

• AI Chatbots

• Agent Desktop Solutions

Support all production campaigns with zero technology disruption.

Software Development Leadership

Lead the in-house software engineering team responsible for

• CRM Development

• Collection Systems

• HRMS

• Recruitment Applications

• Internal Portals

• Workflow Automation

• Reporting Platforms

• Mobile Applications

• API Integrations

Responsibilities include

• Product roadmap

• Architecture reviews

• Agile/Scrum implementation

• Release management

• Code quality

• DevOps

• CI/CD

• Version control

• QA governance

• User acceptance coordination

Information Security

Ensure compliance with

• ISO 27001

• PCI DSS

• Data Privacy regulations

• Client Information Security Requirements

Responsibilities include

• Vulnerability assessments

• Penetration testing

• Security audits

• Identity \& Access Management

• Endpoint Security

• Email Security

• SIEM Monitoring

• Incident Response

• Cybersecurity Awareness

IT Service Management

Establish ITIL-based service management processes including

• Incident Management

• Problem Management

• Change Management

• Asset Management

• Configuration Management

• Service Request Management

• Knowledge Management

Maintain defined SLAs for all IT services.

Business Continuity \& Disaster Recovery

• Develop Business Continuity Plans.

• Conduct DR drills.

• Ensure backup validation.

• Maintain Recovery Point Objectives (RPO) and Recovery Time Objectives (RTO).

• Support client BCP audits.

Vendor \& Contract Management

Manage relationships with

• Telecom Providers

• Internet Providers

• Cloud Providers

• Software Vendors

• Hardware Vendors

• Managed Service Providers

• Security Partners

Negotiate contracts and monitor vendor performance.

Team Leadership

Lead multiple teams including

• Infrastructure

• Network

• System Administration

• Information Security

• Helpdesk

• Database Administration

• Software Development

• QA

• Business Analysts

• DevOps

Drive talent development, succession planning, and technical capability building.

Innovation \& Automation

Champion initiatives around

• AI-driven Contact Centers

• Robotic Process Automation (RPA)

• GenAI Applications

• Predictive Analytics

• Intelligent Routing

• Self-Service Platforms

• Process Automation

• Cloud Migration

• Low-Code Platforms

Key Performance Indicators (KPIs)

Infrastructure

• System Uptime ≥ 99.9%

• Network Availability ≥ 99.95%

• Server Availability ≥ 99.9%

• Internet Availability ≥ 99.95%

Service Delivery

• Helpdesk SLA Compliance ≥ 95%

• First Contact Resolution ≥ 80%

• Critical Incident Resolution within SLA

• Mean Time to Resolve (MTTR)

Software Development

• On-time Project Delivery

• Release Success Rate

• Defect Leakage

• Sprint Velocity

• Application Availability

Information Security

• Zero Critical Security Breaches

• Audit Compliance

• Patch Compliance

• Endpoint Compliance

• Phishing Simulation Success Rate

Financial

• IT Budget Adherence

• Infrastructure Cost Optimization

• Vendor Cost Savings

• Software License Optimization

Qualifications

• Bachelor's degree in Computer Science, Information Technology, Engineering, or

related discipline.

• Master's degree (MBA/M.Tech) preferred.

Preferred Certifications

• ITIL

• PMP / PRINCE2

• Microsoft Azure

• AWS Solutions Architect

• CISSP

• CISM

• CEH

• VMware

• Cisco CCNP/CCIE (preferred)

• ISO 27001 Lead Implementer/Auditor

Experience

• 15+ years in Information Technology.

• Minimum 7 years in a leadership role.

• Experience managing IT in a 24x7 Call Center/BPO/BPM environment with 500+

seats.

• Experience leading both IT Infrastructure and Software Development teams.

• Proven experience managing mission-critical, high-availability environments.

• Experience with cloud technologies, DevOps, and cybersecurity.

Technical Skills

• Windows \& Linux Server Administration

• Microsoft 365

• Azure/AWS