Technical Account Manager

IBEX; Muntinlupa; On-site; PHP 600,000 - 1,200,000; Full time

Job summary

Hammerjack Pty Ltd in the Philippines seeks a technical account manager to be the primary liaison between Ibex and the client. You will oversee onboarding, deployment, and ongoing technical performance for contact center technology operations.

You will translate client requirements into technical tasks for internal teams, monitor service delivery and SLAs, and coordinate improvement initiatives with Operations and IT Infrastructure.

Qualifications

• Bachelor’s degree in CS/IT/Engineering or related field.
• 3–5+ years 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 working 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

Client liaison

IT operations

SLA monitoring

Cross-functional coordination

Communication skills

Education

Bachelor's degree in Computer Science/Information Technology/Engineering

Tools

Reporting tools

Network performance tools

Job description

• 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).