Assistant Manager - Technical Account Management (TAM)

About the Role

The Technical Account Manager (TAM) is the primary technical point of contact between Ibex and the client, ensuring stable and efficient contact center technology operations. This role manages technical onboarding, service delivery, escalations, and SLA performance while coordinating closely with Operations, IT, and Infrastructure teams to drive issue resolution and continuous improvement.

Responsibilities

• Serve as the primary technical liaison between Ibex and the client.
• Manage onboarding, deployment, and ongoing technical performance for contact center technology operations.
• Build strong technical relationships with clients and translate client requirements into technical tasks for internal teams.
• Handle technical escalations, drive issue resolution, and coordinate RCAs with internal teams.
• Document client requirements, workflows, risks, and technical profiles clearly.
• Monitor service delivery, analytics, and SLAs.
• Identify risks early and prevent issues through proactive monitoring.
• Maintain accurate documentation, client technical profiles, and playbooks.
• Coordinate improvement initiatives, feature adoption, platform improvement, and stability initiatives with Operations and IT Infrastructure.

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.

Required Skills

• 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).

The TAM will consolidate IT updates, manage communication with the client, and ensure follow-through across teams.