Assistant Manager – Technical Account Management (TAM)

About the role

The Technical Account Manager (TAM) serves as the primary technical liaison between Ibex and its clients, ensuring stable and efficient contact‑center technology operations. You will oversee technical onboarding, service delivery, escalations and SLA performance while collaborating with Operations, IT and Infrastructure teams.

Key responsibilities

• Act as the main technical point of contact for clients, managing onboarding, deployment and ongoing performance of contact‑center technology.
• Translate client requirements into actionable tasks for internal teams and maintain clear technical documentation, workflows and risk profiles.
• Handle technical escalations, coordinate root‑cause analyses and drive issue resolution across Ops, IT and Infrastructure.
• Monitor service delivery, analytics and SLA compliance, identifying risks early and implementing proactive measures.
• Maintain up‑to‑date client technical profiles, playbooks and documentation.
• Lead improvement initiatives, feature adoption and platform stability projects in partnership with cross‑functional teams.

Required profile

• Bachelor’s degree in Computer Science, IT, Engineering or a related field.
• 3‑5+ years of experience in IT support, technical operations or technical account management.
• Experience in BPO, contact‑center, SaaS or enterprise‑IT environments is preferred.
• Strong analytical, troubleshooting and communication skills with a customer‑focused mindset.
• Ability to work under pressure during incidents or outages.

Required skills

• IT infrastructure management
• Network performance monitoring
• System performance analysis
• SLA reporting and monitoring
• Incident management processes
• Performance monitoring tools