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Remote role, common senior operations title, metro location, and broad skill requirements increase competition.
Role is BPO-specific IT support operations, limiting transferability across non-BPO industries.
Explicit 10+ years plus 6+ years senior leadership and mandatory ITIL/client management requirements raise shortlisting strictness.
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Provide strategic and operational leadership for IT support contact center solutions across multiple client programs in a high-volume BPO environment.
Oversee IT Support Operations Managers ensuring delivery of quality, efficient, and cost-effective support services across voice, chat, email, ticketing, and other channels while meeting SLAs and KPIs.
Manage client relationships, drive process improvements, assure quality, manage financial performance, and ensure compliance with data privacy and security standards.
Minimum 10+ years in BPO operations with at least 6+ years in senior leadership managing IT or technical support programs.
Strong knowledge of ITIL or related IT service management methodologies; experience with POS & Aloha systems highly preferred.
Experience managing large teams and working with international clients, particularly in tech industries.
Position requires remote work initially with later transition to Hyderabad office; candidate must have reliable high-speed internet with backup connectivity and a dedicated workspace.
Senior leader with direct experience managing multi-channel IT support operations in a large BPO setting.
Proven ability to meet or exceed operational KPIs, SLAs, and client expectations consistently.
Experienced in strategic client engagement, process optimization, team leadership, and financial/resource management within IT support services.