Customer Support Systems Engineer

Job Description

• 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 in creating 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.
• Coordinate outsourcing partners for the operational tasks to ensure proper delivery of customer support systems parameters.
• To liaise with different teams (especially the 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.