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.