IBEX Global

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Assistant Manager, IT PMO

Job Locations PK-Lahore
Job Post Information* : Posted Date 18 hours ago(12/15/2025 2:59 PM)
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.

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