Manager_Oracle Siebel CRM

Application support and technical operations

• Manage day-to-day support and operational health of Oracle Siebel CRM services.
• Act as the technical escalation point for complex incidents, service degradation and cross-system issues.
• Coordinate P1/P2 incident triage, technical analysis, service restoration and timely stakeholder communication.
• Perform detailed troubleshooting using Siebel logs, workflow and component analysis, Oracle SQL, Unix/Linux utilities and monitoring data.
• Coordinate end-to-end diagnosis across FMW/AIA, OSM, BRM, WebLogic, database, infrastructure and network teams.

SLA, service management and governance

• Track adherence to agreed incident response, restoration and service request SLAs.
• Review service KPIs including availability, SLA compliance, incident trends, MTTR, MTTD, backlog and recurring failures.
• Support weekly and monthly service reviews with concise reporting covering operational performance, risks, actions and dependencies.
• Keep operational controls, runbooks, knowledge articles, support procedures and audit evidence current and ensure agreed processes are followed.
• Support change and release governance through risk assessments, readiness checks, validation evidence and post-change monitoring.

Problem management and continual improvement

• Lead technical investigations into recurring incidents and contribute to high-quality root cause analysis and preventive actions.
• Maintain and prioritise a service-improvement backlog using incident trends, monitoring gaps and operational risks.
• Identify opportunities to automate health checks, alert responses, reporting, housekeeping and repetitive support activities.
• Improve monitoring coverage, alert quality, dashboards and early detection to reduce customer impact and operational effort.
• Track corrective and preventive actions through to closure and validate that improvements deliver sustainable results.

Team and stakeholder coordination

• Provide technical guidance, work-allocation support and knowledge sharing for application support engineers.
• Collaborate with Service Management, Business, Architecture, Infrastructure, Security, Oracle and other support partners.
• Escalate risks, capacity concerns, vendor dependencies and unresolved service issues through agreed governance channels.

Technical knowledge and experience

• You have 7–10 years' experience in Telecom IT, Oracle BSS or enterprise CRM application operations.
• You have at least 5 years' hands-on Oracle Siebel CRM production support experience.
• You have strong knowledge of Siebel CRM architecture, server components, configuration, Workflows, eScript, Business Services, EAI, Integration Objects, inbound/outbound web services and Open UI troubleshooting.
• You understand Siebel administration, including component health, tasks, sessions, logs, parameters and environment checks.
• You have strong Oracle SQL/PLSQL skills for data analysis, troubleshooting and performance investigation.
• You can use Unix/Linux and Shell scripting for log analysis, health checks, housekeeping and operational automation.
• You understand telecom order management, product catalogue, customer and service-request flows.
• You can troubleshoot integrations involving FMW/AIA, OSM, BRM, WebLogic and downstream systems.
• You have hands-on experience with one or more observability tools such as Dynatrace, AppDynamics, Splunk, Kibana, Grafana or Zabbix.
• You understand cloud, containers and Kubernetes/OKE operations, including pod health, logs, events, resource usage and restart validation.
• You have awareness of CI/CD, configuration control and rollback principles in an application-operations environment.
• You have experience supporting business-critical services and resolving complex production incidents within SLA.

Service management and collaboration

• You understand Incident, Major Incident, Problem, Change, Release and Service Request management.
• You have working knowledge of the ITIL framework and production-operations controls.
• You have experience with SLA/KPI tracking, service reporting and operational governance.
• You can contribute to effective RCA, risk management and continual service improvement.
• You can coordinate effectively with stakeholders, vendors and cross-functional teams.
• You communicate technical and operational information clearly in writing and verbally.
• Experience delivering measurable improvements through automation, monitoring or continual-service-improvement initiatives is important.

Preferred qualifications and experience

• ITIL Foundation certification.
• Exposure to Kubernetes/OKE, cloud operations, DevOps/SRE practices and enterprise observability tools.
• Experience with telecom order management and Oracle BSS integrations.

• Advanced Siebel CRM production troubleshooting and service-stability practices.
• Observability, monitoring and early-detection techniques across enterprise applications.
• Operational automation using scripting, health checks and repeatable support procedures.
• SRE and continual-service-improvement practices focused on reliability and reducing operational effort.
• Kubernetes/OKE and cloud-operations knowledge, including pod health, logging, events and resource monitoring.
• Cross-platform diagnosis across Oracle BSS and associated technologies.
• Major incident coordination, problem management, RCA and operational governance.