Oracle Siebel CRM - Support

Role purpose:

Support the day-to-day operations of Oracle Siebel CRM Application and associated platforms. The role focuses on monitoring, incident reduction, operational excellence, technical troubleshooting, automation and stakeholder management across Siebel CRM, while building strong operational and domain capabilities.

7 to 15 years Telecom IT or BSS experience, including substantial hands-on Oracle Siebel CRM production-support responsibility.

• Strong exposure to Site Reliability Engineering (SRE) practices and AI-driven optimization initiatives in CRM and e2e operations to enhance operational efficiency.
• Accountable for Service Governance, people management and e2e service stability & availability along with continual improvement as a part of optimisation

Roles and Responsibilities:

Application support and operations Ownership

• Own end-to-end accountability for Oracle Siebel platforms.
• Lead Major Incident (P1/P2) management, coordination, service restoration.
• Drive Problem Management to eliminate recurring incidents and improve platform reliability.
• Ensure SLA compliance and service availability for business-critical applications.
• Govern Problem Management and RCA implementation.
• Review and improve operational KPIs including MTTR, MTTD, Incident Volume, and Service Availability

Drive Platform Reliability & Continuous Improvement

• Drive automation across deployment, monitoring and operational processes.
• Reduce operational toil through automation initiatives.

Stakeholder & Vendor Management

• Act as senior technical escalation point for business and support teams.
• Manage engagement with Oracle and third-party vendors.
• Provide executive updates, risk assessments and operational reporting.
• Partner with Architecture, Delivery and Business teams.

Team Leadership

• Lead and mentor L2 support engineers.
• Drive technical capability development and knowledge management.
• Support hiring, onboarding and workforce planning,

Core competencies, knowledge and experience:

Technical

• Strong expertise in Siebel CRM including
• Siebel EAI
• Siebel Config
• Siebel WF, Scripting
• Experience with Unix/Linux administration.
• Oracle SQL and performance troubleshooting.
• Experience with Cloud, Containers and Kubernetes is desirable.
• Knowledge of monitoring and observability platforms.
• High level knowledge of Oracle BRM, OSM, FMW integrations

Functional

• Service Management (Incident, Problem, Change, Release).
• ITIL Framework.
• Vendor and stakeholder management.
• Production Operations and Support.
• Service Improvement Programs

Monitoring & observability

• Understanding or hands on one of the observability/monitoring tool like Dynatrace, AppD, Kibana, Splunk, Zabbix
• Log analysis, alert tuning, dashboards and proactive monitoring