Job Title: - Head of Digital Platforms & Infrastructure-BPO

• Designation: Vice President
• Reports To: Senior Executive Director – Outsourcing
• Department: IT – (Digital Platforms & Infrastructure)

Summary: The Head of Digital Platforms & Infrastructure-BPO is responsible for the overall management of IT development and infrastructure, including software development, in-house products, custom client solutions, web and mobile applications, AI-based initiatives, and enterprise IT operations. The role ensures the secure, scalable, and efficient use of technology, aligned with business objectives, while enforcing company policies, standards, and best practices.

To be Responsible for:

1. Overall leadership and administration of the IT department and development teams.
2. Delivery and performance of in-house products, custom client solutions, and AI/automation initiatives.
3. Management of IT infrastructure, security, vendor relationships, budgets, and operational standards.

Duties and Responsibilities:

IT Leadership & Architecture:

• Lead the IT Department and define technology strategy aligned with organizational objectives.
• Take ownership of system architecture and technology decisions across backend, frontend, and infrastructure.
• Ensure secure, scalable, and high-availability systems for internal products and client solutions.

Product Development & Engineering Oversight:

• Oversee development and maintenance of in-house products built on modern frameworks such as PHP (Laravel, CodeIgniter), Node.js, Python, and React.js

• Guide teams working on MERN / MEAN stack applications to ensure performance, scalability, and code quality.
• Collaborate with product and business stakeholders to translate requirements into technical execution.
• Supervise web and application development lifecycles, ensuring best practices in coding, deployment, and security.
• Provide strategic oversight for mobile application development, including backend integrations and API-driven architectures.
• Ensure seamless API integrations with third-party platforms, payment gateways, CRM systems, and internal tools.
• Lead the adoption of AI-based solutions to enhance business operations, analytics, and customer experience.
• Identify opportunities for automation, intelligent workflows, and data-driven decision-making.
• Support implementation of AI models, automation scripts, and smart integrations within products and internal systems.
• Oversee IT infrastructure including networks, servers, cloud environments, backups, and disaster recovery.
• Ensure optimal configuration and monitoring of servers supporting high-traffic applications.
• Manage VOIP systems to ensure reliable and uninterrupted organizational communication.
• Develop and enforce IT policies, security standards, and data protection measures.

Web, Mobile & Application Development:

AI & Automation Solutions:

Infrastructure, Servers & Communication Systems:

Security, Compliance & Performance:

• Monitor system performance, conduct risk assessments, and ensure compliance with security best practices.

• Lead incident management, root cause analysis, and continuous system improvement.
• Manage relationships with technology vendors, cloud providers, and software partners.
• Negotiate contracts, manage SLAs, and ensure service quality.
• Prepare and control the IT budget, ensuring cost-effective and scalable solutions.
• Provide regular updates and performance reports to senior management.
• Stay current with emerging technologies and recommend innovations that improve efficiency and competitiveness.

Vendor & Budget Management:

Reporting & Continuous Improvement:

Job Specifications:

Education: Bachelors / Masters degree in Computer Science, IT, or related field.

Experience: 10–15 years in IT, with 5+ years in senior IT or development leadership.

Certifications: CCNA/CCNP, AWS, PMP can be a plus.

Skills:

• Leadership and team management
• Full-stack development and system architecture
• AI solutions and automation implementation
• Vendor management, budgeting, and negotiation
• Excellent communication, coordination, and decision-making skills