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Full job description
Company Overview :
Radical Minds Technologies Pvt. Ltd. is a leading BPO & Contact Center delivering cutting-edge solutions across Travel, Logistics, BFSI, Healthcare, Retail, E-commerce, Govt. & PSU sectors . With a strong presence in Gurgaon, Noida, Bangalore, and Chennai , we continue to expand, providing world-class services to global clients.
Role Summary
We are seeking a seasoned IT leader (AGM/DGM/GM – IT) with extensive experience in managing IT infrastructure, IT Helpdesk, Vendor Management, Telephony (Dialer, IVR, Call Logger), Network & Security (Routers, Switches, Firewalls), and ISMS – all within a BPO/Call Center environment .
The ideal candidate will have strong leadership skills and a deep understanding of IT operations in a high-demand contact center while ensuring seamless technology enablement, security compliance, and operational efficiency.
Key Responsibilities
IT Infrastructure & Operations Management
Oversee end-to-end IT operations across multiple BPO/Contact Center locations.
Ensure seamless integration, uptime, and security of IT infrastructure, including LAN, WAN, Windows/Linux Servers, SAN/NAS, Active Directory, DNS, DHCP, SQL/MySQL databases .
Manage and optimize cloud-based and on-premise solutions to enhance operational efficiency.
Telephony, Networking & Security (Mandatory BPO/Call Center Experience Required)
Hands-on expertise in Telephony – Dialer, IVR, Call Logger, and Telecom Infrastructure (PRIs, SIP Trunking, ILL, MPLS, VPN).
Manage Routers, Switches, Firewalls , and ensure robust network security & ISMS compliance .
Work closely with Telecom & IT service providers for seamless voice and data network operations .
Vendor & Stakeholder Management
Liaise with technology vendors, service providers, and OEM partners to ensure cost-effective solutions and service excellence.
Manage IT procurement, budgeting, and vendor negotiations .
Leadership & Team Management
Lead, mentor, and build a high-performing IT team for 24×7 BPO operations.
Ensure IT service desk efficiency , meeting SLAs and resolving IT issues in a timely manner.
Compliance, ISMS & IT Security
Implement best-in-class IT security, governance, and risk management frameworks .
Ensure compliance with ISO, GDPR, and industry regulations for data security and protection.
Client & Business Engagement
Act as SPOC for IT discussions with key clients & business stakeholders .
Drive digital transformation & technology innovation in line with business goals.
Desired Profile & Qualifications
Experience:
17+ years in IT Infrastructure, with at least 8+ years in a BPO/Contact Center (Mandatory) .
Currently working in a BPO/Call Center at AGM/DGM/GM – IT level or higher (Minimum 3+ years in this role).
Technical Expertise:
Must have hands-on experience with Telephony solutions (Dialer, IVR, Call Logger), Network Security, Firewalls, and Contact Center technologies .
Strong knowledge of Windows/Linux servers, Active Directory, SAN/NAS, SQL/MySQL databases .
Experience with cloud-based solutions, virtualization, and cybersecurity .
Leadership & Management Skills:
Proven ability to lead IT teams in a 24×7 BPO/Contact Center environment.
Experience in client handling, IT budgeting, and vendor management .
Strong analytical, problem-solving, and decision-making skills .
Excellent communication and presentation skills (PPT proficiency is a must).
Education:
Bachelors degree in IT, Computer Science, or related field.
MBA or Advanced IT certifications (Preferred).
Why Join Us?
Work with one of the fastest-growing BPOs in India.
Lead and scale IT operations across multiple locations.
Opportunity to drive innovation and digital transformation in a dynamic environment.
Ready to take the next step in your IT leadership career? Apply now!
Send your updated CV to:
