it manager

customer success manager Jobs in Lahore Pakistan

customer success manager

principal consultant - itsm/bcms Jobs in Lahore Pakistan

principal consultant - itsm/bcms

system support engineer Jobs in Lahore Pakistan

system support engineer

agile software delivery manager Jobs in Lahore Pakistan

agile software delivery manager

it service manager

MTP (Mayfair Technology Partners)

We are seeking a detail-oriented and proactive Technical Support Specialist to oversee and manage all aspects of SLA contracts across our client base. This role ensures that service delivery aligns with contractual obligations, monitors performance metrics, and acts as a liaison between technical teams and clients to maintain high levels of customer satisfaction.Key Responsibilities:<ul><li>SLA Management: Monitor and manage SLA compliance across all technical support contracts.</li><li>Track performance metrics and generate regular reports on SLA adherence.</li><li>Identify and escalate SLA breaches, and coordinate resolution efforts.</li><li>Technical Support: Provide Tier 1 and Tier 2 technical support to clients via phone, email, and ticketing systems.</li><li>Troubleshoot hardware, software, and network issues.</li><li>Collaborate with internal teams to resolve complex technical problems.</li><li>Client Communication: Serve as the primary point of contact for SLA-related inquiries.</li><li>Communicate service updates, outages, and resolutions clearly and professionally.</li><li>Conduct periodic reviews with clients to ensure satisfaction and contract alignment.</li><li>Documentation &amp; Reporting: Maintain accurate records of SLA contracts, support tickets, and performance reports.</li><li>Prepare monthly/quarterly SLA compliance reports for internal and client review.</li><li>Process Improvement:</li><li>Recommend improvements to support processes to enhance SLA compliance.</li><li>Assist in developing and refining SLA templates and support documentation.</li></ul>Qualifications:<ul><li>Bachelor&rsquo;s degree in computer science, Information Technology, or related field.</li><li>3+ years of experience in technical support or IT service management.</li><li>Strong understanding of SLA frameworks and ITIL principles.</li><li>Excellent communication and customer service skills.</li><li>Proficiency in ticketing systems &amp; Service Management Systems (e.g., Zendesk, ServiceNow, Zohodesk) and reporting tools.</li><li>Ability to work independently and manage multiple priorities.</li></ul>Job Type: Full-timePay: From Rs120,000.00 per monthWork Location: In person

Application Support Engineer (L2/L3)

We are seeking a detail-oriented and proactive Technical Support Specialist to oversee and manage all aspects of SLA contracts across our client base. This role ensures that service delivery aligns with contractual obligations, monitors performance metrics, and acts as a liaison between technical teams and clients to maintain high levels of customer satisfaction.Key Responsibilities: <ul><li>SLA Management:Monitor and manage SLA compliance across all technical support contracts.</li><li>Track performance metrics and generate regular reports on SLA adherence.</li><li>Identify and escalate SLA breaches, and coordinate resolution efforts.</li><li>Technical Support:Provide Tier 1 and Tier 2 technical support to clients via phone, email, and ticketing systems.</li><li>Troubleshoot hardware, software, and network issues.</li><li>Collaborate with internal teams to resolve complex technical problems.</li><li>Client Communication:Serve as the primary point of contact for SLA-related inquiries.</li><li>Communicate service updates, outages, and resolutions clearly and professionally.</li><li>Conduct periodic reviews with clients to ensure satisfaction and contract alignment.</li><li>Documentation &amp; Reporting:Maintain accurate records of SLA contracts, support tickets, and performance reports.</li><li>Prepare monthly/quarterly SLA compliance reports for internal and client review.</li><li>Process Improvement:</li><li>Recommend improvements to support processes to enhance SLA compliance.</li><li>Assist in developing and refining SLA templates and support documentation.</li></ul>Qualifications: <ul><li>Bachelor&rsquo;s degree in computer science, Information Technology, or related field.</li><li>3+ years of experience in technical support or IT service management.</li><li>Strong understanding of SLA frameworks and ITIL principles.</li><li>Excellent communication and customer service skills.</li><li>Proficiency in ticketing systems &amp; Service Management Systems (e.g., Zendesk, ServiceNow, Zohodesk) and reporting tools.</li><li>Ability to work independently and manage multiple priorities.</li></ul>Job Type: Full-timePay: From Rs120,000.00 per monthWork Location: In person

Senior Application Support Engineer – Web & Mobile (L3)

ibex

<div>
 
 
 About the Role
 
 
 
 
 
 
 
 
 
 The person holding this position will be responsible of managing the lifecycle of all unplanned interruptions, malfunctions, and quality reductions of provided IT services throughout the IBEX enterprise. Their main goals are to follow incident management protocols and restore provided IT services to normal operation as quickly as possible with the least impact on the business or the user as well as present technical-to-business translated reported to clients.
 
 
 
 
 
 
 
 
 
 Responsibilities
 
 
 
 
 
 
 
 
 <ul>
 <li>
 Ensure that the incidents and resolutions are properly executed and documented.
 </li>
 <li>
 Work on other projects/issues of low to medium complexity as assigned.
 </li>
 <li>
 Communicate with clients and partners to ensure clarity and uniformity in relaying any hindrance of operating procedures and processes via notifications.
 </li>
 <li>
 Triggers and ensures Management or Technical Escalation in case of technical crisis with close follow up on the escalation and continuous communication.
 </li>
 <li>
 He/she debriefs in real time and reports to management on the incident resolution.
 </li>
 <li>
 Provides a technical and customer impact analysis of every incident to set the appropriate incident priority, escalates blocking issues, and cooperates with Service Management and Account managers to support and provide problem direction to the technical teams.
 </li>
 <li>
 Continuously informs all stakeholders on the status of their problem through Incident Notification.
 </li>
 <li>
 Ensures and follows up SLA and pushes for a short MTTR (Mean Time to Repair) to reduce client impact.
 </li>
 <li>
 Draft and relay technically written reports for both business and technical audiences.
 </li>
 <li>
 Dealing with desktop support issues i.e. Application issues (Microsoft Office applications, client provided applications, in-house developed applications); ensuring and applying essential updates &amp; fixes.
 </li>
 <li>
 Basic knowledge of Networks (IP related issues, router/hub/switch related issues, using network commands to troubleshoot, ping, nslookup, ipconfig, tracert, circuits, topologies, routing protocols).
 </li>
 </ul>
 
 
 
 
 
 
 
 
 
 
 Key Performance Indicators
 
 
 
 
 
 
 
 
 <ul>
 <li>
 Minimize Downtime/Maximize Uptime
 </li>
 <li>
 Frequency of Preliminary Incident Reports
 </li>
 </ul>
 
 
 
 
 
 
 
 Education &amp; Experience
 
 
 
 
 
 
 
 
 <ul>
 <li>
 Bachelor&rsquo;s Degree or above in Information Technology, Computer Science, Software Engineering or related field(s).
 </li>
 <li>
 Experience in ServiceDesk, Access, Incident, Change, Problem Management and IT Infrastructure will be preferred.
 </li>
 </ul>
 
 
 
 
 
 
 
 Required Skills
 
 
 
 
 
 
 
 
 <ul>
 <li>
 Excellent verbal and written communication skills.
 </li>
 <li>
 Technical writing skills.
 </li>
 <li>
 Ability to facilitate, drive, orchestrate, and lead large diverse groups.
 </li>
 <li>
 Ability to understand and take charge of ongoing incidents and drive them towards resolution.
 </li>
 <li>
 Willingness to learn and grow.
 </li>
 <li>
 Able to handle crisis-situations and define priorities under pressure but within fixed procedures.
 </li>
 <li>
 General technical knowledge in Mobile Access, Core IT/Telco, software and services.
 </li>
 <li>
 Good analytical skills.
 </li>
 <li>
 Strong grasp on basic to intermediate computing/networking concepts.
 </li>
 <li>
 Ability to translate technical concepts into clear business driven reports detailing computing/disaster and other factors affected usual business operations.
 </li>
 <li>
 Due to the nature of this work, must be able to work unconventional shifts (on call/afterhours/weekends).
 </li>
 <li>
 Strong grasp of ITIL (Information Technology Infrastructure Library).
 </li>
 <li>
 Ability to coordinate with team(s) of different skill set to share and obtain technical information.
 </li>
 <li>
 Ability to interact with senior management, external client organizations and vendors.
 </li>
 <li>
 Strong organizational skills, attention to detail and flexibility to multi-task across tasks with varying deadlines.
 </li>
 <li>
 Ability to comprehend Native North American, British or Neutral Language Accents.
 </li>
 <li>
 High energy, self-starter with bias for action and sense of urgency to deliver results.
 </li>
 <li>
 Proactively identifying process improvement opportunities and ability to communicate to the management with evidence and data.
 </li>
 </ul>
 
 
</div>

Global ITSM Analyst - Incident Specialist

ETS Devices

Job Type: In Person Timings: Night Shift 7pm-4am (Monday-Friday)Job SummaryWe are seeking an experienced IT Manager to lead IT operations, networking infrastructure. The role focuses on managing IP networks, overseeing technical teams, ensuring SLA compliance, and aligning IT operations with business goals.Key Responsibilities<ul><li>Manage day-to-day IT operations, infrastructure, and network services</li><li>Design, implement, and maintain LAN/WAN, VPN, IP networks, firewalls, and security systems</li><li>Lead and support IT engineers and service teams</li><li>Ensure reliable service delivery and SLA compliance for clients</li><li>Manage vendors, resellers, licensing, and technology partners</li><li>Oversee IT projects, budgets, and technical documentation</li><li>Implement security, backup, disaster recovery, and compliance standards</li></ul>Requirements<ul><li>Bachelor&rsquo;s degree in IT, Computer Science, or related field</li><li>5+ years experience in IT operations or networking roles</li><li>Strong knowledge of TCP/IP, routing &amp; switching, DNS, DHCP, firewalls</li><li>Experience in ICT services, MSP, or reseller environment</li><li>Leadership, troubleshooting, and communication skills</li></ul>Preferred Qualifications<ul><li>Certifications such as CCNA/CCNP, ITIL, Security+</li><li>Experience with cloud platforms and virtualization</li></ul>What We Offer<ul><li>Competitive salary and benefits</li><li>Career growth in a fast-growing ICT company</li><li>Exposure to enterprise networking and IP solutions</li></ul>Job Type: Full-timeWork Location: In person

IT Manager

SoftConsults

We are looking for an IT Manager for an Exchange Company who will be responsible for planning, implementing, and overseeing the organization&rsquo;s IT systems and infrastructure. This role ensures the secure, efficient, and reliable operation of IT systems while aligning technology initiatives with business goals to manage a Financial Institution.Key Responsibilities&middot; Plan, design, implement, and manage the organization&rsquo;s IT infrastructure, including hardware, software, networks, servers, and cloud-based systems&middot; Oversee daily IT operations to ensure system reliability, availability, and performance while providing strong technical leadership and guidance to the IT team&middot; Establish and maintain robust cybersecurity measures, ensuring data protection, system security, regular backups, and effective disaster recovery and business continuity plans&middot; Develop, manage, and control IT budgets, negotiate with vendors, and oversee technology procurement to ensure cost-effective and high-quality solutions&middot; Define, implement, and enforce IT policies, procedures, standards, and best practices across the organization&middot; Monitor system performance, identify potential issues proactively, and ensure timely resolution of technical incidents and service disruptions&middot; Lead and manage IT projects, including system upgrades, migrations, integrations, and deployment of new technologies, ensuring projects are delivered on time and within budget&middot; Collaborate closely with internal stakeholders and department heads to assess business requirements and deliver effective technology solutions&middot; Ensure compliance with applicable regulations and standards, best practices, and cybersecurity requirements.Skills &amp; Competencies&middot; IT infrastructure management (servers, networks, and systems)&middot; Cybersecurity and data protection&middot; Cloud computing and virtualization&middot; Network administration and troubleshooting&middot; System monitoring, backup, and disaster recovery&middot; High proficiency in IT infrastructure managementRequired Qualifications&middot; Bachelor&rsquo;s degree in Information Technology, Computer Science, or a related field&middot; Proven experience as an IT Manager or in a similar leadership role, with at least 5 year of experience in the same position&middot; Strong knowledge of IT systems, networks, cybersecurity, and cloud technologies&middot; Experience of managing IT staff and coordinating cross-functional teams&middot; Excellent problem-solving, organizational, and communication skillsJob Type: Full-timePay: Rs50,000.00 - Rs90,000.00 per monthWork Location: In person

<div>
 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.
 
 
 <ul>
 <li>
 Serve as the primary technical liaison between Ibex and the client.
 </li>
 <li>
 Manage onboarding, deployment, and ongoing technical performance for contact center technology operations.
 </li>
 <li>
 Builds strong technical relationships with clients and translates client requirements into technical tasks for internal teams.
 </li>
 <li>
 Handles technical escalations, drives issue resolution, and coordinates RCAs with internal teams.
 </li>
 <li>
 Documents client requirements, workflows, risks, and technical profiles clearly.
 </li>
 <li>
 Monitor service delivery, analytics, and SLAs.
 </li>
 <li>
 Identifies risks early and prevents issues through proactive monitoring
 </li>
 <li>
 Maintains accurate documentation, client technical profiles, and playbooks
 </li>
 <li>
 Coordinate improvement initiatives, feature adoption, platform improvement and Stability initiatives with Operations and IT Infrastructure.
 
 
 </li>
 </ul>
 
 Responsibilities
 
 
 
 <ul>
 <li>
 </li>
 <ul>
 <li>
 Strong understanding of IT infrastructure, networks, and system performance.
 </li>
 <li>
 Ability to translate technical concepts for non-technical stakeholders.
 </li>
 <li>
 Customer-focused mindset with a commitment to client stability and satisfaction.
 </li>
 <li>
 Critical thinker with the ability to anticipate risks and prevent issues.
 </li>
 <li>
 Excellent communication, client-handling, and escalation-management skills.
 </li>
 <li>
 Strong analytical and troubleshooting skills.
 </li>
 <li>
 Attention to detail in documentation, RCAs, and configurations
 </li>
 <li>
 Resilient under pressure, especially during incidents or outages
 </li>
 <li>
 Experience working with SLAs, reporting, and performance monitoring tools.
 </li>
 <li>
 Ability to coordinate between cross-functional teams (Ops, IT, Infra).
 
 </li>
 </ul>
 </ul>
 The TAM will consolidate IT updates, manage communication with the client, and ensure follow-through across teams
 
 
 
 Qualifications
 
 
 
 <ul>
 <li>
 Bachelor's degree in computer science, Information Technology, Engineering, or related field.
 </li>
 <li>
 3&ndash;5+ years of experience in IT support, technical operations, or technical account management or similar roles.
 </li>
 <li>
 Experience working in BPO, contact center, SaaS, or enterprise IT environments preferred.
 </li>
 <li>
 Familiarity with SLAs, operational workflows, and incident management processes.
 </li>
 </ul>
</div>

Assistant Manager, (Technical Account Management TAM)

<div>
 
 
 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
 
 
 
 
 
 
 
 
 <ul>
 <li>
 Serve as the primary technical liaison between Ibex and the client.
 </li>
 <li>
 Manage onboarding, deployment, and ongoing technical performance for contact center technology operations.
 </li>
 <li>
 Build strong technical relationships with clients and translate client requirements into technical tasks for internal teams.
 </li>
 <li>
 Handle technical escalations, drive issue resolution, and coordinate RCAs with internal teams.
 </li>
 <li>
 Document client requirements, workflows, risks, and technical profiles clearly.
 </li>
 <li>
 Monitor service delivery, analytics, and SLAs.
 </li>
 <li>
 Identify risks early and prevent issues through proactive monitoring.
 </li>
 <li>
 Maintain accurate documentation, client technical profiles, and playbooks.
 </li>
 <li>
 Coordinate improvement initiatives, feature adoption, platform improvement, and stability initiatives with Operations and IT Infrastructure.
 </li>
 </ul>
 
 
 
 
 
 
 
 Qualifications
 
 
 
 
 
 
 
 
 <ul>
 <li>
 Bachelor's degree in computer science, Information Technology, Engineering, or related field.
 </li>
 <li>
 3&ndash;5+ years of experience in IT support, technical operations, or technical account management or similar roles.
 </li>
 <li>
 Experience working in BPO, contact center, SaaS, or enterprise IT environments preferred.
 </li>
 <li>
 Familiarity with SLAs, operational workflows, and incident management processes.
 </li>
 </ul>
 
 
 
 
 
 
 
 Required Skills
 
 
 
 
 
 
 
 
 <ul>
 <li>
 Strong understanding of IT infrastructure, networks, and system performance.
 </li>
 <li>
 Ability to translate technical concepts for non-technical stakeholders.
 </li>
 <li>
 Customer-focused mindset with a commitment to client stability and satisfaction.
 </li>
 <li>
 Critical thinker with the ability to anticipate risks and prevent issues.
 </li>
 <li>
 Excellent communication, client-handling, and escalation-management skills.
 </li>
 <li>
 Strong analytical and troubleshooting skills.
 </li>
 <li>
 Attention to detail in documentation, RCAs, and configurations.
 </li>
 <li>
 Resilient under pressure, especially during incidents or outages.
 </li>
 <li>
 Experience working with SLAs, reporting, and performance monitoring tools.
 </li>
 <li>
 Ability to coordinate between cross-functional teams (Ops, IT, Infra).
 </li>
 </ul>
 
 
 
 
 
 
 The TAM will consolidate IT updates, manage communication with the client, and ensure follow-through across teams.
 
 
 
</div>

Assistant Manager - Technical Account Management (TAM)

Explore 1025+ It service manager in Lahore Pakistan this January. Find roles across top companies and apply now to boost your career.

1025 it service manager jobs IN Lahore Pakistan

Application Support Engineer (L2/L3)

Senior Application Support Engineer – Web & Mobile (L3)

Global ITSM Analyst - Incident Specialist

IT Manager

IT Manager

Assistant Manager, (Technical Account Management TAM)

Assistant Manager - Technical Account Management (TAM)