Job Title: ITIL Process Manager / Director
Location: Noida (Work from Office)
Experience: 14+ Years
Shift: US Shift
Role Overview
The ITIL Process Manager / Director is responsible for designing, implementing, managing, and continuously improving IT Service Management (ITSM) processes aligned with the ITIL framework. The role ensures that IT services are delivered efficiently, consistently, and in line with business requirements.
This role oversees key ITIL processes such as Incident Management, Problem Management, Change Management, Service Request Management, and Service Level Management, ensuring operational excellence and service quality.
Key Responsibilities:
ITIL Process Governance
Define, implement, and maintain ITIL-based ITSM processes across the organization.Establish governance models and standards for IT service management.Ensure adherence to ITIL best practices and compliance requirements.Process Improvement
Continuously review and optimize ITIL processes to improve efficiency and service delivery.Lead process maturity assessments and improvement initiatives.Identify automation opportunities within ITSM processes.Incident & Problem Management
Oversee major incident management processes and ensure timely resolution.Drive root cause analysis and problem management to reduce recurring incidents.Change & Release Management
Manage Change Advisory Board (CAB) activities.Ensure effective change planning, risk assessment, and communication.Improve success rate of changes and minimize service disruptions.Service Level Management
Define and monitor SLAs, OLAs, and KPIs for IT services.Work with business stakeholders to align service expectations.ITSM Tools Management
Oversee configuration and optimization of ITSM tools such as:ServiceNowBMC RemedyJira Service ManagementIvantiCherwellReporting & Metrics
Develop dashboards and reports for:Incident trendsSLA complianceChange success rateService performanceLeadership & Stakeholder Management
Lead cross-functional teams responsible for IT service delivery.Act as the central point of governance for ITIL processes.Collaborate with infrastructure, application, and business teams.Required Skills:
Technical Skills
Strong knowledge of ITIL V3 / ITIL 4 frameworkExperience managing ITSM platformsUnderstanding of IT operations, infrastructure, and service deliveryProcess Skills
Incident ManagementProblem ManagementChange ManagementService Request ManagementKnowledge ManagementService Level ManagementLeadership Skills
Process governanceStakeholder managementContinuous improvement mindsetStrategic planningQualifications
Bachelor's degree in information technology, Computer Science, or related fieldITIL Foundation certification (mandatory)ITIL Intermediate / ITIL Managing Professional / ITIL Expert preferred14+ years of experience in IT Service Management (Director level)Experience leading global ITSM teamsPreferred Certifications
ITIL 4 Managing ProfessionalPMP or PRINCE2Six Sigma / Lean certificationServiceNow certificationKey Performance Indicators (KPIs)
SLA compliance rateIncident resolution timeChange success rateReduction in recurring incidentsService availabilityThink global. Think BIG.
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Read LessJob Title: Telephony Engineer-Noida(Onsite Role)
Location: Noida(Work From Office)
Department: IT Infrastructure / Operations Support
Reports To: IT Manager / Infrastructure Lead
Employment Type: Full-time
Shift: US Shift
Job Summary:
The Telephony Engineer is responsible for the design, configuration, implementation, and maintenance of enterprise telephony systems supporting voice communication for business operations - including call centers, interpretation teams, and remote users. The role involves working with on-premise and cloud-based VoIP platforms, managing integrations with contact center applications, troubleshooting complex telephony issues, and ensuring optimal system performance and uptime.
Key Responsibilities:
Design, deploy, and maintain VoIP and telephony infrastructure, including PBX systems, SIP trunks, SBCs, and call routing configurations.Manage and support cloud-based telephony systems (e.g., Avaya, Cisco, Genesys, Twilio, Zoom Phone, Five9, etc.).Configure and maintain IVRs, hunt groups, call queues, and ACD setups to optimize call flow and customer experience.Monitor system performance, capacity, and reliability; identify and resolve bottlenecks proactively.Troubleshoot and resolve voice quality issues, dropped calls, latency, and other network-related telephony incidents.Collaborate with Network, IT Security, and Operations teams to ensure secure and efficient telephony integrations.Maintain documentation of system architecture, configurations, and operational procedures.Support new project rollouts, migrations, and upgrades of telephony platforms.Provide Level 2/3 technical support for voice-related escalations.Work closely with vendors and service providers for issue resolution, system enhancements, and SLA management.Ensure compliance with data privacy, call recording, and telecom regulatory requirements.Qualifications and Skills:
Education: Bachelor's degree in Computer Science, Information Technology, or related field.Experience: 3-7 years of experience in telephony or VoIP engineering, preferably in an enterprise or call center environment.Hands-on experience with SIP, RTP, VoIP protocols, and PBX administration.Knowledge of LAN/WAN networking, QoS, and network troubleshooting tools.Experience with contact center systems and IVR development/configuration.Strong problem-solving and analytical skills with attention to detail.Familiarity with ticketing systems (e.g., ServiceNow, Jira) and documentation tools.Excellent communication and collaboration skills.Certifications such as Cisco CCNA Voice, Avaya Certified Specialist, or equivalent are an added advantage.Preferred Qualifications:
Experience with cloud telephony providers (e.g., Twilio, AWS Connect, Genesys Cloud, Zoom Phone).Scripting knowledge (e.g., Python, PowerShell) for automation of routine telephony tasks.Exposure to integration with CRM or Workforce Management systems.Key Competencies:
Strong technical acumen in voice and telephony systemsTroubleshooting and root cause analysisCommunication and teamworkCustomer-centric and service-oriented mindsetAdaptability and continuous learningThink global. Think BIG.
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Read LessJob Title: Language Interpreter - English + Bengali / Punjabi
Department: Customer Support / Language Services
Location: Noida, Uttar Pradesh, India.
Job Type: Full-time
Shift: US Shift (Rotational) PST Time
Reporting To: Supervisor / Operations Manager
Proposed Start Date: February 23, 2026
Job Summary: We are seeking a skilled and experienced Language Interpreter fluent in English + Second Language to join our customer support team. The ideal candidate will have a background in international call center environments, specifically serving U.S. customers. You will be responsible for facilitating verbal communication between English-speaking clients and non-English-speaking customers through real-time interpretation, ensuring clarity, accuracy, and professionalism at all times.
Key Responsibilities:
• Provide real-time, consecutive or simultaneous interpretation between English and Second Language during customer calls.
• Assist U.S. customers in resolving queries, issues, or concerns in a courteous and efficient manner. • Accurately relay information without adding, omitting, or distorting the meaning.
• Handle confidential and sensitive information with discretion and professionalism.
• Maintain high-quality standards in interpretation, ensuring clarity, tone, and context are preserved.
• Work closely with team leads and QA to continuously improve communication quality and customer satisfaction.
• Adhere to call handling metrics, quality benchmarks, and compliance requirements.
• Stay updated with any cultural nuances, terminology, or client-specific information relevant to interpreting services.
Required Skills & Qualifications:
• Fluency in English and Second Language - spoken
• Minimum 1-2 years of experience in an international call center, preferably dealing with U.S. customers.
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