IBEX Global

Welcome page

Assistant Manager, IT PMO

Job Locations PK-Lahore
Job Post Information* : Posted Date 11 hours ago(12/15/2025 9:59 AM)
Job ID
2025-23313
# of Openings
2
Job Family
Infrastructure Services

Overview

  • Serve as the primary technical liaison between Ibex and the client.
  • Manage onboarding, deployment, and ongoing technical performance for contact center technology operations.
  • Builds strong technical relationships with clients and translates client requirements into technical tasks for internal teams. 
  • Handles technical escalations, drives issue resolution, and coordinates RCAs with internal teams.
  • Documents client requirements, workflows, risks, and technical profiles clearly.
  • Monitor service delivery, analytics, and SLAs.
  • Identifies risks early and prevents issues through proactive monitoring
  • Maintains accurate documentation, client technical profiles, and playbooks
  • Coordinate improvement initiatives, feature adoption, platform improvement and Stability initiatives with Operations and IT Infrastructure.

Responsibilities

    • Strong understanding of IT infrastructure, networks, and system performance.
    • Ability to translate technical concepts for non-technical stakeholders.
    • Customer-focused mindset with a commitment to client stability and satisfaction.
    • Critical thinker with the ability to anticipate risks and prevent issues.
    • Excellent communication, client-handling, and escalation-management skills.
    • Strong analytical and troubleshooting skills.
    • Attention to detail in documentation, RCAs, and configurations
    • Resilient under pressure, especially during incidents or outages
    • Experience working with SLAs, reporting, and performance monitoring tools.
    • Ability to coordinate between cross-functional teams (Ops, IT, Infra).

    The TAM will consolidate IT updates, manage communication with the client, and ensure follow-through across teams 

Qualifications

  • Bachelor's degree in computer science, Information Technology, Engineering, or related field.
  • 3–5+ years of experience in IT support, technical operations, or technical account management or similar roles.
  • Experience working in BPO, contact center, SaaS, or enterprise IT environments preferred.
  • Familiarity with SLAs, operational workflows, and incident management processes.

Options

Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
Share on your newsfeed