To stay abreast of business process changes and communicate them to other team members and vendors’ resourcesTo support the PMO team in coordinating ITS-related projects (new systems implementations and existing systems’ enhancements) in the assigned areaTo participate in the selection of suitable technologies and negotiate/control contracts with suppliers accordinglyTo support the manager in creating policies, processes, and procedures to manage the environmentTo ensure the availability and reliability of assigned systems through aggressive monitoringTo 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 agreementsTo provide ad hoc reports according to the manager's needs, per system availability, performance, etc.To coordinate outsourcing partners for the operational tasks to ensure proper delivery of Customer Support Systems parametersTo 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/applicationsTo identify and propose solutions to system 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.