Manager Customer Engagement & Business Continuity

PTCL.Official; Islamabad; Hybrid; PKR 1,800,000 - 3,200,000; Full time

Benefits offered by this job

Hybrid work model

6-month maternity leave

30-day paternity leave

Job summary

PTCL is seeking a Manager – Customer Engagement & Business Continuity (DR/BCP) to oversee end-to-end customer engagement for disaster recovery and business continuity services in Pakistan. The role focuses on onboarding, readiness, stakeholder relationships, and execution of DR drills with a strong emphasis on governance and reporting.

The candidate will collaborate with cross-functional teams to design and deliver DR solutions aligned with RTOs, RPOs, and business requirements, while

Qualifications

• Bachelor’s degree in IT, Engineering, Business, or related field.
• 5–8 years of experience in data center, cloud, DR/BCP, or customer engagement roles.
• 5–8 years of experience in data center, cloud, DR/BCP, or customer engagement roles.

Responsibilities

• Manage end-to-end customer engagement for DR/BCP services and act as primary contact to stakeholders.
• Assess customer requirements and align DR solutions with RTO/RPO and operations.
• Lead onboarding and readiness management for DR services to ensure environments are configured and validated.
• Plan, coordinate and execute DR drills with customers and internal teams, driving improvements.
• Coordinate with Operations, Infrastructure, Cloud, Security, Network, Sales and Product for seamless service delivery and governance.

Skills

C;loud

Customer engagement

Education

Bachelor’s degree in IT, Engineering, Business

Job description

We are not just industry leaders; we are redefining excellence with groundbreaking solutions. PTCL stands out in the technology industry with its commitment to high-end innovation and leading the way in delivering integrated ICT and Cellular Network services in Pakistan, all rooted in our journey of Culture Transformation & Change Management.

PTCL actively cultivates an inclusive & diverse culture that values and uplifts every individual, regardless of their gender, social background, religion, belief, or disability.

PTCLVision & Values

With a clear vision to become the largest technology player and the national champion driving the digital transformation of Pakistan, PTCL is guided by a set of our unified core values:

• Be Resilient
• Think Big
• Win Every Battle
• Value Success

IN THIS ROLE YOU WILL

The Manager – Customer Engagement & Business Continuity (DR/BCP) is responsible for managing end-to-end customer engagement for Disaster Recovery (DR) and Business Continuity Planning (BCP) services. The role ensures customer readiness, confidence, and adoption of DR solutions by aligning technical capabilities with business requirements, driving onboarding, and overseeing execution of DR drills and compliance activities.

HOW CAN YOU EXPRESS YOUR TALENT

Customer Engagement & Relationship Management

• Manage end-to-end customer relationships for Disaster Recovery and Business Continuity services by serving as the primary point of contact, building strong stakeholder relationships, ensuring proactive communication, providing regular service updates, and maintaining high levels of customer confidence and satisfaction.

DR/BCP Solution Alignment

• Assess customer business continuity requirements, understand critical business processes and risk profiles, and collaborate with technical teams to design and recommend appropriate Disaster Recovery solutions that align with customer Recovery Time Objectives (RTO), Recovery Point Objectives (RPO), and operational requirements.

DR Onboarding & Readiness Management

• Lead the onboarding and implementation of Disaster Recovery services by ensuring customer environments are properly configured, documented, validated, and operationally ready while proactively identifying and addressing readiness gaps prior to service activation.

DR Drill Planning & Execution

• Plan, coordinate, and execute Disaster Recovery drills with customers and internal stakeholders to validate recovery capabilities, assess operational readiness, document lessons learned, and drive continuous improvements in Disaster Recovery processes and service resilience.
• Identify opportunities to automate reporting, governance, and operational processes. Improve operational efficiency through standardization and process optimization. Contribute to the continuous enhancement of governance frameworks and reporting capabilities.

Cross-Functional Coordination and Reporting & Governance

• Coordinate with Operations, Infrastructure, Cloud, Security, Network, Sales, and Product teams to ensure seamless service delivery while maintaining governance, preparing management reports and dashboards, tracking key performance indicators, and ensuring customer commitments are aligned with operational capabilities and organizational objectives.

WHAT YOU NEED TO BE SUCCESSFUL

Qualification

• Bachelor’s degree in IT, Engineering, Business, or related field.
• 5–8 years of experience in data center, cloud, DR/BCP, or customer engagement roles
• 5–8 years of experience in data center, cloud, DR/BCP, or customer engagement roles

Technical Competency:

• C;loud

• PTCL family-centric policies, offering 6-month maternity and 30-day paternity leave, along with a hybrid work model, redefine the workplace for a balanced and fulfilling career