Assistant Manager, IT PMO
ibex
Date: 8 hours ago
City: Lahore
Contract type: Full time
- 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.
- 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).
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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