Customer Support Systems Engineer

·       To stay abreast of business process changes and communicate them to other team members and vendors’ resources

·       To support the PMO team in coordinating ITS related projects (new systems implementations and existing systems’ enhancements) in the assigned area

·       To participate in the selection of suitable technologies and negotiate/control contracts with suppliers accordingly

·       To support the manager to create policies, processes, and procedures to manage the environment

·       To ensure the availability and reliability of assigned systems through aggressive monitoring

·       To monitor daily queries, incidents, requests, and faults related to Customer support systems/applications and take necessary actions to resolve the issues. 

·       To monitor and evaluate the performance of vendors related to Customer support systems/applications to ensure that providing services and outputs are in line with agreed service level agreements

·       To provide ad hoc reports according to manager needs per system availability, performance etc. 

·       To coordinate outsourcing partners for the operational tasks to ensure proper delivery of Customer Support Systems parameters 

·       To liaise with different ITS teams (especially Program Office), business units, and outsourcing partners for systems’ enhancements requirements and implementation of these enhancements and new CRM systems/applications

·       To identify and propose solutions to systems deficiencies/performance issues proactively and also follow the rectification process.
To control different outsourcing partners and play the role of a mediator to resolve conflicts among them.