Manager - Operations Support (CEPD)

IFTAS - Indian Financial Technology & Allied Services; Kurla; On-site; INR 1,800,000 - 2,400,000; Full time

Job summary

IFTAS - Indian Financial Technology & Allied Services in Maharashtra operates 24x7 production support for Contact Center applications, ensuring availability and performance. This role leads L1/L2 operations, defines coverage, and coordinates with partner teams to meet service levels.

You will oversee incident management, problem resolution, change governance, capacity planning, and security considerations, driving continuous improvement and stakeholder communications across shifts and locations.

Qualifications

• Proven experience leading 24x7 production support and service delivery.
• Strong knowledge of ITIL processes and incident lifecycle.
• Ability to coordinate cross-functional teams and vendors.
• Proactive problem management and continuous improvement mindset.

Responsibilities

• Own 24x7 production support for Contact Center apps, telephony, reporting, and omnichannel capabilities.
• Lead L1/L2 operations teams, define coverage, escalation paths, and performance expectations.
• Manage incident, change, and release governance with risk and impact assessments.
• Coordinate with stakeholders on capacity, security, and recoverability to meet service levels.
• Drive service reviews, RCA reviews, and vendor performance against SLAs.

Skills

Leadership

Incident management

Change management

Vendor management

ITIL framework

Tools

SQL

Linux

Middleware

ITSM tools

Job description

1. Key Responsibilities

SERVICE OWNERSHIP AND OPERATIONAL LEADERSHIP

• Own 24x7 production support and service delivery for Contact Center applications, telephony, integrations, recording, reporting, and omnichannel capabilities.
• Lead L1/L2 operations teams, shift leads, and partner resources; define accountabilities, shift coverage, escalation paths, and performance expectations.
• Ensure platform availability, stability, capacity, security, and recoverability in line with business service levels and operational risk appetite.
• Chair daily operational reviews and provide concise service‑health, risk, incident, change, capacity, and improvement updates to stakeholders.

INCIDENT, PROBLEM, AND CRISIS MANAGEMENT

• Act as management escalation owner for P1/P2 incidents; mobilize resolver teams, govern bridge calls, and ensure timely business communication.
• Drive service restoration, impact assessment, executive updates, customer‑impact visibility, and disciplined handover throughout major incidents.
• Approve and review RCAs, corrective and preventive actions, known‑error records, and problem backlogs; challenge superficial or recurring fixes.
• Analyze incident trends and operational data to reduce repeat failures, improve detection, and lower mean time to acknowledge, restore, and resolve.

CHANGE, RELEASE, CONFIGURATION, AND RESILIENCE

• Govern production changes, releases, upgrades, patches, configuration baselines, certificate renewals, and emergency changes.
• Ensure implementation, testing, rollback, communication, post‑change validation, and segregation‑of‑duties requirements are met before approval.
• Oversee high availability, backups, disaster recovery, failover readiness, continuity exercises, and remediation of resilience gaps.
• Coordinate maintenance windows and release calendars to minimize disruption and manage interdependent technology changes.

TECHNOLOGY, CAPACITY, AND PERFORMANCE MANAGEMENT

• Oversee IVR, ACD, CTI, agent desktop, dialer, SIP/VoIP, SBCs, gateways, call recording, WebRTC, WFM interfaces, CRM, APIs, databases, middleware, and reporting.
• Own capacity and performance planning using call volumes, concurrency, license utilization, storage, queue metrics, infrastructure trends, and forecasts.
• Drive improvements in monitoring, observability, alert quality, automation, self‑healing, operational analytics, and support tooling.
• Ensure technical debt, end‑of‑life components, vulnerabilities, and capacity risks are prioritized, funded, and tracked to closure.

VENDOR, COMMERCIAL, AND STAKEHOLDER MANAGEMENT

• Govern OEMs, managed‑service providers, telecom carriers, and system integrators against contractual SLAs, obligations, and quality measures.
• Lead service reviews, escalations, action tracking, license reconciliation, renewal planning, and vendor‑performance improvement.
• Partner with Contact Center business leaders, customer‑experience teams, architecture, cybersecurity, infrastructure, development, audit, and compliance.
• Support budgeting, demand forecasting, resource planning, licensing, operational investment evaluation, and cost optimization.

PEOPLE MANAGEMENT AND CAPABILITY DEVELOPMENT

• Recruit, coach, develop, and retain staff; establish role clarity, objectives, performance measures, succession plans, and learning paths.
• Build capability in troubleshooting, incident command, platform administration, telephony, SQL, Linux, middleware, ITSM, documentation, and stakeholder communication.
• Promote ownership, learning, knowledge sharing, cross‑skilling, and continuous improvement across shifts and locations.
• Ensure adequate staffing, attendance, roster coverage, leave planning, and workload balance.

GOVERNANCE, RISK, SECURITY, AND AUDIT

• Ensure compliance with ITIL‑based processes, production access controls, data privacy, information security, recording retention, and audit requirements.
• Maintain SOPs, runbooks, RACI, escalation matrices, service maps, inventories, risk registers, and evidence repositories.
• Identify and report service, security, compliance, vendor, and continuity risks; own mitigation plans and elevate material exposures.
• Drive closure of audit findings, vulnerabilities, access‑review exceptions, and control deficiencies within agreed timelines.