Location Name: Pune Corporate Office - Mantri

Job Purpose

JOB PURPOSE

The Sr. Domain Manager – Infra (Contact Center DC) is responsible for end-to-end management, availability, performance, and optimization of Data Center infrastructure supporting Contact Center operations & Projects.

The role ensures high availability, resiliency, scalability, compliance, and cost optimization of IT infrastructure, enabling seamless business operations and superior customer experience.

This includes ownership of Contact Center DC infrastructure vendor governance, incident management, DR readiness, and continuous improvement initiatives.

Duties And Responsibilities

PRINCIPAL ACCOUNTABILITIES

Infrastructure Management

Ensure 24x7 availability of Data Center and Contact Center infrastructure
Manage servers, storage, backup, virtualization, and network components
Oversee Contact Center technologies (IVR, Dialers, ACD, CTI, Voice Recording systems)
Ensure capacity planning and infrastructure lifecycle management

Operational Excellence

Drive incident, problem, and change management (ITIL practices)
Ensure adherence to SLAs, OLAs, and KPIs
Perform root cause analysis (RCA) and implement preventive measures
Monitor system performance and optimize utilization

Data Center Governance & Compliance

Ensure compliance with information security policies, audits, and regulatory standards
Maintain DR (Disaster Recovery) and BCP readiness with periodic drills
Manage patching, vulnerability remediation, and security controls

Vendor & Stakeholder Management

Manage OEMs, MSPs, vendors, and service partners
Ensure vendor performance against SLA commitments
Act as key interface between business (Contact Center), IT, and vendors

Project & Transformation Initiatives

Lead infrastructure projects including DC migration, modernization, and automation
Support new Contact Center technology rollouts and integrations

Cost Optimization

Optimize infrastructure cost through efficient utilization and vendor negotiation
Drive automation and standardization to improve efficiency

Team Management

Lead and mentor a team of Infra engineers and SMEs
Drive performance management, knowledge sharing, and skill development

Required Qualifications And Experience

EDUCATIONAL QUALIFICATIONS – Qualification, Work Experience, Soft Skills

Educational Qualification

Bachelor's degree in Engineering (IT/Computer Science/Electronics) or equivalent

Work Experience

5-6 years of experience in IT Infrastructure / Data Center Operations
Minimum 3 years in leadership role managing teams
Experience in Contact Center (PCCE, UCCE) infrastructure management (Not Compulsory)
Exposure to BFSI domain (Not Compulsory)

Certifications (Preferred)

ITIL Foundation / Intermediate
VMware / Microsoft / Cisco certifications
Cloud certifications (AWS/Azure) – Not Compulsory

Soft Skills

Strong analytical and troubleshooting skills
Leadership and stakeholder influence
Excellent verbal and written communication
Ability to manage critical incidents and escalations

Senior Domain Manager Cloud