Technical Account Manager

Ibex Limited; Manila, Hinoba-an; On-site; PHP 900,000 - 1,500,000; Full time

Job summary

Ibex Limited is seeking a technically skilled professional to act as the primary liaison with clients, overseeing onboarding, deployment, and ongoing performance of contact center technology operations. You will translate client requirements into actionable tasks for internal teams while monitoring service delivery, analytics, and SLAs.

The role requires strong IT infrastructure knowledge, excellent communication, and the ability to coordinate cross-functional teams across Operations and IT

Qualifications

• Bachelor’s degree in CS, IT, Engineering, or related field is required.
• 3–5+ years of experience in IT support, technical operations, or technical account management.
• Experience in BPO, contact center, SaaS, or enterprise IT environments preferred.
• Strong understanding of IT infrastructure, networks, and system performance.
• Ability to translate technical concepts for non-technical stakeholders.
• Excellent communication, client-handling, and escalation-management skills.
• Strong analytical and troubleshooting skills.
• Experience with SLAs, reporting, and performance monitoring tools.
• Ability to coordinate between cross-functional teams (Ops, IT, Infra).

Responsibilities

• Serve as the primary technical liaison between Ibex and the client.
• Manage onboarding, deployment, and ongoing technical performance for contact center technology operations.
• Translate client requirements into technical tasks for internal teams.
• Monitor service delivery, analytics, and SLAs.
• Coordinate improvement initiatives with Operations and IT Infrastructure.
• Client-related updates, incidents, and escalations.
• IT-relevant performance and operational reports.
• Change requests or deployment notes affecting client configurations.
• Feedback or recurring issues from live operations.

Skills

IT infrastructure

Networking

SLA reporting

Escalation management

Client communication

Troubleshooting

Cross-functional coordination

Education

Bachelor’s degree in Computer Science/IT/Engineering

Tools

SLAs reporting tools

Job description

Overview

• Serve as the primary technical liaison between Ibex and the client.
• Manage onboarding, deployment, and ongoing technical performance for contact center technology operations.
• Translate client requirements into technical tasks for internal teams.
• Monitor service delivery, analytics, and SLAs.
• Coordinate improvement initiatives with Operations and IT Infrastructure.

Responsibilities

• Client-related updates, incidents, and escalations.
• IT-relevant performance and operational reports.
• Change requests or deployment notes affecting client configurations.
• Feedback or recurring issues from live operations.

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.
• Experience working in BPO, contact center, SaaS, or enterprise IT environments preferred.
• Strong understanding of IT infrastructure, networks, and system performance.
• Ability to translate technical concepts for non-technical stakeholders.
• Excellent communication, client-handling, and escalation-management skills.
• Strong analytical and troubleshooting skills.
• Experience working with SLAs, reporting, and performance monitoring tools.
• Ability to coordinate between cross-functional teams (Ops, IT, Infra).