Assistant Vice President - Information Technology Services

### **About Axis Max Life**

Axis Max Life Insurance Limited, formerly known as Max Life Insurance Company Ltd., is a joint venture between Max Financial Services Limited (“MFSL”) and Axis Bank Limited.

Axis Max Life Insurance offers comprehensive protection and long\-term savings life insurance solutions through its multi\-channel distribution, including agency and third\-party distribution partners. It has built its operations over two decades through a need\-based sales process, a customer\-centric approach to engagement and service delivery, and a well\-trained human capital.

Axis Max Life has been consistently ranked among the best workplaces by the GPTW Institute, reflecting its commitment to creating a positive and empowering work environment.

• **\#ComeAsYouAre LGBTQIA\+ and PwD candidates of all ages are encouraged to apply***

Job Description

• *Key Responsibilities**

• *1\. Platform Strategy, Architecture \& Ownership**
• ---------------------------------------------------

• Own the enterprise Contact Center technology vision, target architecture and multi\-year roadmap aligned with customer experience, operations and business priorities.

• Provide end\-to\-end ownership across CRM, dialer, IVR, ACD, CTI, recording, workforce integrations, digital channels and omnichannel capabilities.

• Chair architecture and design reviews; evaluate solution options, technical debt, interoperability, scalability, resilience, security and total cost of ownership.

• Define platform standards, reference architecture, lifecycle plans and technology guardrails across on\-premise, cloud and SaaS environments.

• Identify practical opportunities involving conversational AI, voice bots, chatbots, analytics, automation and workforce optimization.

• *2\. Transformation \& Migration**
• ----------------------------------

• Lead Contact Center modernization, including on\-premise\-to\-SaaS/CCaaS migration and digital/omnichannel enablement.

• Own technical planning for discovery, solution design, integration, testing, capacity validation, cutover, rollback, rollout, transition and stabilization.

• Ensure transformation decisions address business continuity, customer journeys, regulatory obligations, security controls, operational support and exit considerations.

• Coordinate delivery across Business, Customer Service, Operations, Digital, Infrastructure, Network, Cloud, Security, Enterprise Architecture and partners.

• *3\. Service Reliability \& Operations**
• ----------------------------------------

• Govern 24x7 Contact Center technology operations and establish clear service ownership across internal teams, managed service providers, OEMs, telecom operators and system integrators.

• Drive service availability, voice quality, platform performance, capacity, observability, incident response, problem management and operational hygiene.

• Lead major incident governance for critical services, ensuring rapid restoration, evidence\-based RCA, corrective actions and prevention of recurrence.

• Establish monitoring and service dashboards using logs, alarms, event correlation, synthetic checks, transaction monitoring and platform analytics.

• Govern release, change, configuration, patch, certificate, license, asset and technology lifecycle management.

• *4\. Infrastructure, Network, Telephony \& Integration Governance**
• -------------------------------------------------------------------

• Oversee cloud infrastructure, network, firewall, SBC, SIP trunks, PRI/voice circuits, carrier connectivity, routing, bandwidth, latency and scalability dependencies.

• Ensure resilient connectivity across Contact Centers, branches, partners, cloud platforms and data centers.

• Govern APIs, CTI, CRM and third\-party integrations, including interface availability, error handling, monitoring, dependency mapping and change impact assessment.

• Provides technical leadership and expertise across LAN, WLAN, WAN, Unified Communications, and VPN operating environments supporting multiple Onprim \& Cloud Datacentres as well as a mobile workforce

• Lead capacity forecasting and performance engineering for seasonal events, campaigns, peak volumes and business growth.

5\. Network Operations

• Provides technical leadership and expertise across LAN, WLAN, WAN, Unified Communications, and VPN operating environments supporting multiple Onprim \& Cloud Datacentres as well as a mobile workforce

• Govern the day\-to\-day workload and priorities of existing and new tasks, requests, and projects against available resources and expected service level agreements

• Develop wireless performance data, metrics, algorithms, and reports to measure and track client, exhibitor, attendee, and staff wireless experiences against service standards.

• Continuously assess, test, improve and document 24x7 monitoring network and security infrastructure including alarming, logs, and event management.

• Develop Network usage and security policy and maintain ongoing assessment of security environment and recommend solutions for safeguarding the internal and external networks

• Provide network design, security analysis/design, and implementation, definition, and coordination of standards, project management, and technology research

• Keep abreast of emerging network and communications infrastructure technologies applicable to the organization and remain highly technically competent

• *6\. Resilience, Security, Risk \& Compliance**
• -----------------------------------------------

• Own technology resilience requirements covering high availability, failover, DR/BCP, backup, recovery, RTO/RPO validation and periodic testing.

• Ensure appropriate security controls for identity and access, privileged access, data protection, encryption, vulnerability management, logging, monitoring and secure integrations.

• Govern call recording, retention, audit trails and evidence availability in line with applicable organizational, statutory and regulatory requirements.

• Partner with Information Security, Risk, Compliance, Legal, Privacy and Audit teams to assess risks, close observations and maintain control readiness.

• Maintain current architecture, asset, dependency, risk, SOP, runbook and recovery documentation.

• *7\. Vendor, Commercial \& Stakeholder Management**
• ---------------------------------------------------

• Own governance with OEMs, CCaaS providers, telecom carriers, managed service providers and system integrators.

• Define and govern contractual SLAs, KPIs, service credits, support models, escalation paths, capacity commitments and delivery obligations.

• Hold partners accountable for end\-to\-end outcomes rather than component\-level performance; drive recovery and corrective action during service degradation.

• Support RFPs, technical evaluations, commercials, contract renewals, license optimization, benchmarking and investment proposals.

• Provide clear management reporting on service health, risks, transformation progressand benefits realization.

• *8\. Leadership \& Governance**
• -------------------------------

• Build an accountable operating model across platform, infrastructure, operations and partner teams with clear RACI and decision rights.

• Lead, coach and develop technical teams and create succession and skill\-development plans for critical capabilities.

• Run periodic service, architecture, risk, capacity, security and transformation governance forums.

• Promote a customer\-first, ownership\-led culture focused on reliability, simplification, automation and measurable outcomes.

• *Desired qualification and experience**

• 15\+ years of relevant experience across Contact Center technology, telephony, enterprise infrastructure, Network Operations, platform operations or technology transformation.

• At least 7 years in a leadership role with end\-to\-end accountability for large\-scale Contact Center platforms and operations, preferably in BFSI, insurance, telecom or a large B2C environment.

• Demonstrated experience managing multi\-location, multi\-partner Contact Center environments supporting large agent populations and business\-critical customer journeys.

• Strong implementation and/or operations experience with Genesys and/or Cisco Contact Center platforms, including UCCE/UCCX or comparable enterprise platforms.

• In\-depth and substantive knowledge and experience in networking, security, and telecommunications infrastructure; maintenance procedures and equipment analysis; LAN/WAN/WLAN/VoIP using diverse transport protocols over copper, fiber optics, and wireless infrastructures; proven comprehensive knowledge of network and IT telecommunications concepts, principles, applications, system management, and design

• Proven leadership of Contact Center migration or modernization programs, preferably involving SaaS/CCaaS, cloud and omnichannel capabilities.

• Bachelor’s degree in engineering, Technology, Computer Science or a related discipline. A postgraduate qualification in technology or management is preferred.

• Relevant certifications in Contact Center platforms, cloud, networking, architecture, IT service management, security or program management are desirable.

• *Technical \& Domain Expertise**
• --------------------------------

• Contact Center: CCaaS, CRM, dialler, IVR, ACD, CTI, recording, WFM integrations, quality management and omnichannel.

• Voice \& network: SIP, SBC, PRI, voice gateways, carriers, routing, QoS, firewall, WAN/connectivity and voice\-quality troubleshooting.

• Good knowledge of all aspects of wired and wireless networks, network protocols (including TCP/IP, DNS \& DHCP), network installation, configuration and performance, and remote access technologies

• Architecture \& integration: APIs, middleware, third\-party integrations, cloud patterns, scalability, observability and dependency management.

• Operations: ITIL\-based incident, problem, change, release, configuration, capacity, availability and service\-level management.

• Resilience: HA, DR/BCP, backup, failover, RTO/RPO, recovery testing and operational runbooks.

• Security \& compliance: IAM/PAM, encryption, vulnerability management, logging, monitoring, data protection, recording and retention governance.

• Commercial governance: RFPs, technical evaluation, contracts, licensing, SLA/KPI design, service credits and vendor escalation.

• *Leadership Competencies**
• --------------------------

• Enterprise and systems thinking with the ability to connect platform decisions to customer, operational, risk and financial outcomes.

• Strong ownership and decision\-making under pressure, with disciplined communication during major incidents and transformation events.

• Ability to influence senior stakeholders and align teams without relying solely on line authority.

• Commercial acumen, negotiation capability and disciplined partner accountability.

• Clear written and verbal communication, including executive\-level reporting and governance.

• Ability to build teams, develop capability and create a culture of collaboration, reliability and continuous improvement.

State

Home Office

Branch

Gurugram \-90C

Department

Digital Technology

Function

IT Service Delivery \& Operations

Posted On

22\-Oct\-2026