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Assistant IT Manager

2 weeks ago

Islamabad, Islamabad, Pakistan Jinglecred Digital Finance Limited. Full time $60,000 - $80,000 per year

Job Description – Assistant Manager IT

Position Overview

The Assistant Manager IT is responsible for supporting the IT Manager in planning, implementing, and maintaining the organization's IT infrastructure and systems, with a strong focus on Asterisk-based dialer servers (Vicidial/GoAutoDial). This role ensures smooth IT operations, manages call center technology, oversees technical support, and ensures IT systems align with business goals.

Key Responsibilities

1. Dialer & Telephony Systems Management

  • Manage and maintain Asterisk-based dialer servers (Vicidial, GoAutoDial, FreePBX, Elastix, etc.).
  • Configure SIP trunks, carriers, extensions, call routing, and campaigns.
  • Monitor dialer performance (concurrent calls, dropped calls, call quality, agent connectivity).
  • Troubleshoot issues related to SIP, RTP, network latency, and voice quality.
  • Implement call recording, reporting, and data backup strategies.
  • Ensure dialer integration with CRM and third-party applications.

2. IT Infrastructure & Systems Management

  • Manage servers, networks, firewalls, and storage systems.
  • Ensure smooth functioning of CRM, email systems, and cloud services.
  • Perform system monitoring, patching, and upgrades.
  • Maintain disaster recovery and high-availability configurations.

3. IT Support & Helpdesk Management

  • Supervise IT support team for timely resolution of incidents and service requests.
  • Provide escalation support for network, dialer, and telephony issues.
  • Ensure minimum downtime for IT and telephony operations.

4. Security & Compliance

  • Implement dialer and IT security (firewalls, VPNs, access control).
  • Maintain call recordings, logs, and compliance with regulatory.
  • Monitor backups and disaster recovery procedures.

5. Project & Vendor Management

  • Lead IT/dialer-related projects such as migrations, upgrades, and new campaign setups.
  • Work with telecom providers for SIP trunk provisioning and troubleshooting.
  • Manage IT budget utilization and vendor negotiations.

6. Team Management & Training

  • Mentor IT support staff on dialer and networking technologies.
  • Conduct training sessions for agents and supervisors on dialer usage.
  • Support IT Manager in team performance evaluations.

Required Skills & Competencies

  • Strong knowledge of Asterisk, Vicidial, GoAutoDial, FreePBX, SIP, VoIP, and dialer management.
  • Expertise in Linux administration (CentOS/Ubuntu).
  • Good understanding of networking protocols (SIP, RTP, TCP/IP, DNS, DHCP, VPN, firewall rules).
  • Knowledge of Windows/Linux servers, Active Directory, Office 365, cloud services.
  • Strong problem-solving, analytical, and leadership skills.

Education & Experience

  • Bachelor's in Computer Science, IT, or related field.
  • 3–5 years of IT operations/support experience, including 1+ years in dialer/telephony management.

Reporting To

  • IT Manager / Director IT/ Head of IT