Chief Information Security Officer (CISO) / IT Head

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

1. 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.
  

2. 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.
  

3. 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.
  

4. Information Security & Compliance

• Implement and
  maintain ISO 27001 framework.
  
• Lead internal and
  external audits.
  
• Ensure 100%
  compliance with client security mandates.
  
• Manage access control
  and role-based permissions.
  
• Conduct periodic risk
  assessments and vulnerability reviews.
  
• Ensure closure of
  audit observations within defined timelines.
  

5. Data Protection & Voice Process Controls

• Ensure encryption of
  call recordings and sensitive data.
  
• Implement DLP
  controls and access monitoring.
  
• Prevent unauthorized
  data transfer via USB/email.
  
• Monitor floor
  surveillance and system logs.
  
• Strengthen insider
  risk controls.
  

6. Business Continuity & Risk Management

• Develop and test
  Disaster Recovery (DR) and BCP frameworks.
  
• Conduct periodic DR
  drills.
  
• Ensure defined
  Recovery Time Objective (RTO) and Recovery Point Objective (RPO)
  adherence.
  
• Maintain backup and
  restoration testing protocols.
  

7. Client & Vendor Management

• Participate in client
  audits and SLA review meetings.
  
• Provide IT &
  Security inputs for RFPs.
  
• Manage telecom,
  hardware, and cloud vendors.
  
• Negotiate contracts
  aligned with uptime and response SLAs.
  
• Escalation management
  for SLA breaches.
  

8. Leadership & Reporting

• Lead IT, Network,
  Dialer, and Security teams.
  
• Define team KPIs
  aligned with SLA compliance.
  
• Present monthly IT
  & Security performance dashboard to leadership.
  
• Drive cost
  optimization without impacting uptime.
  
• Establish structured
  IT governance and SOPs.
  

Requirements

• 15+ years in IT
  Infrastructure & Security.
  
• Minimum 7 years in
  BPO Domestic/International.
  
• Experience managing
  5000+ seats.
  
• Strong experience in
  SLA-driven IT environment.