DPDzero is India’s fastest-growing collections company, backed by cutting-edge technology and deep operational expertise. As an ISO 27001-certified company, we are committed to the highest standards of information security, compliance, and reliability. Our platform powers high-scale telecalling, digital, and field operations across multiple centers in India.
Role Overview
We are seeking an IT Manager to own and scale our IT infrastructure and IT support operations across all DPDzero centers in India. This role requires a blend of hands-on technical expertise and leadership capabilities. You will be responsible for networks, devices, telephony systems, information security compliance, and IT support teams.
The IT Manager will also be accountable for building, managing, and leading IT Support Engineers across multiple locations to ensure smooth day-to-day operations and rapid resolution of issues.
Key Responsibilities
Network & Infrastructure Management
- Design, implement, and maintain secure and scalable networks (LAN/WAN, VPNs, firewalls) across centers.
- Ensure reliable connectivity, routers, switches, and redundancy measures to support high-volume telecalling operations.
- Proactively monitor network uptime and troubleshoot outages.
Device & Endpoint Management
- Oversee laptops, desktops, headsets, and mobile devices for 500+ agents and staff.
- Implement centralized device management solutions (MDM, endpoint protection).
- Manage asset lifecycle, inventory, and timely upgrades.
Telephony & Call Infrastructure
- Collaborate with internal teams and vendors to manage dialers, SIP trunks, and telephony systems.
- Optimize telephony setup for scale, call quality, and compliance.
- Troubleshoot call-related issues such as drops, latency, or integration failures.
IT Support Operations
- Establish and lead IT support operations across all DPDzero centers.
- Hire, train, and manage IT Support Engineers in multiple locations.
- Define SLAs, set up ticketing systems, and implement escalation procedures.
- Standardize IT support documentation, playbooks, and best practices.
Security & Compliance (ISO 27001)
- Enforce IT policies and controls in line with ISO 27001 standards.
- Conduct periodic audits, risk assessments, and vulnerability testing.
- Ensure data security, endpoint protection, and access controls.
Vendor & Stakeholder Management
- Manage IT vendors, contracts, and service-level agreements.
- Partner with Operations and Engineering teams to align IT setup with business requirements.
Business Continuity & Disaster Recovery
- Develop and maintain backup and recovery plans for network, data, and telephony systems.
- Conduct periodic disaster recovery drills across locations.
Requirements
- Bachelor’s degree in Computer Science, Information Technology, or related field.
- 7–12 years of IT infrastructure and operations experience, with at least 3 years in a managerial role.
- Proven experience in multi-location IT management within India.
- Strong knowledge of networking, firewalls, VPNs, VoIP/SIP, and endpoint management.
- Demonstrated ability to hire, build, and lead IT Support teams across multiple centers.
- Prior exposure to high-volume telecalling/call center environments preferred.
- Strong troubleshooting, vendor management, and people leadership skills.
- Hands-on experience with ISO 27001 compliance and audits.
Why Join Us
- Lead IT operations and support functions that directly power thousands of daily customer interactions.
- Build and manage a nationwide IT Support Engineer team.
- Join one of India’s fastest-growing fintech collections companies.
- Take ownership of a high-impact, business-critical function with visibility across leadership.
