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Job Description


  • Provide 24x7 operational supports for all IBEX Applications through troubleshooting, configuration and access management
  • Acquire the knowledge of applications used/developed by IBEX Tech and provide L1 support within pre-communicated SLA while acting as a liaison to accommodate L2 support by coordinating with Development team
  • Analyze the root cause while rectifying lapses in service delivery standards and assist in efficient resolution of all production issues. An integral part of the job is to identify the critical/recurring problems and provide solution
  • Act as a bridge between operations/clients teams and core technical teams
  • Assist contact center users and guide them through the usage of their respective applications and services
  • Coordinate with clients and client services for problem resolution, escalation and tracking of reported issues
  • Issue resolution to avoid production outages and adherence to SLA
  • Timely escalation of unresolved issues to development team & consistent follow up
  • Closely observe application deployments and upgrades while ensuring swift communication between teams involved, documentation, change log & training material for sake of internal training
  • Document outstanding issues and prepare incident reports
  • Document SOPs, develop knowledge base and training material
  • Enable the team to achieve excellence in service delivery & KPIs and perform other duties as assigned


  • Basic programming skills in C#/Java/PHP are required. Should have at least good understanding of programming concepts
  • Excellent database knowledge (SQL/MySQL). Should be able to write and understand complex queries and pull up data from database as per requirement
  • Basic understanding of Asp.Net (Web & Desktop) applications’ deployment and configuration
  • Should have knowledge of DNS, TCP/IP and networks and systems used within organization
  • Should possess strong interest in software development lifecycle, processes and fixing software bugs
  • Additional responsibilities will include actively participating in system level deployments, configuration, testing, troubleshooting, upgrades, R&D, migration and expansion initiatives pertaining to in house developed applications
  • Knowledge of contact center infrastructure & telephony platforms will be a plus


  • Excellent verbal, written and presentation skills
  • An ideal candidate must have proven ability to deliver customer services in terms of multi-tasking, efficient troubleshooting, SLA adherence and a positive “can do” attitude
  • Strong analytical, excellent troubleshooting and problem-solving skills
  • Attention to details
  • Excellent interpersonal skills when dealing with clients, build constructive business relationships with users and clients
  • Must be willing to work in unconventional shifts (on call/afterhours/weekends)



Job Details

Functional Area:
Total Positions:
1 Post
Job Shift:
First Shift (Day)
Job Type:
Full Time/Permanent
Job Location:
Thokar Niaz Baig, Lahore, Pakistan
No Preference
Minimum Education:
Bachelor (16 Years)
Career Level:
Experienced Professional
1 Year - 4 Years
Apply Before:
Jan 03, 2019
Posting Date:
Dec 03, 2018
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BPO - Lahore

Delivering innovation for over 14 years, ibex. offers an integrated suite of services in a wide range of industrial sectors including but not limited to financial, telecommunications, marketing, human resources, retail, energy, travel, automobile, technology, healthcare and insurance industries t ...Read More