Job Summary

Support Oracle Siebel CRM applications and integrations, maintaining reliable sales, service and customer operations across web, batch and interface components. This role operates as independent technical ownership for complex incidents, problem analysis, changes and service improvement.

Key Responsibilities

• Stable, secure and recoverable business services with minimized user and operational impact
• Predictable SLA performance, transparent communication and high-quality ticket ownership
• Reduced recurrence through measurable problem actions, automation and knowledge reuse
• Safe releases and changes supported by evidence, risk assessment and rollback readiness
• Strong partnership with business teams, global resolver groups and technology vendors

Core responsibilities

• Own complex incidents and coordinate technical resolution across application, infrastructure, data and vendor teams
• Perform deep log, query, configuration, performance and integration analysis
• Develop and peer-review scripts, fixes, operational automation and data corrections under change control
• Lead root-cause analysis and ensure preventive actions are measurable and closed
• Plan and execute releases, patches, upgrades, failover tests and operational readiness activities
• Coach L1 engineers, review escalations and improve runbooks and knowledge
• Track recurring failure patterns, capacity, availability and support risks
• Resolve UI, workflow, assignment, EAI, EIM, batch and performance issues
• Analyze component status, server logs, SQL, workflow instances and interface messages
• Support user responsibilities, positions, views and access configuration
• Monitor Siebel server components, jobs and integration endpoints
• Coordinate repository/configuration migration and release validation
• Lead data repair through approved scripts and controlled reconciliation

Skill Requirements

Primary Skills

• Oracle Siebel CRM Application Support & Customization (Version IP17+ / Innovation Packs), Siebel Open UI architecture, Siebel Configuration (Scripting, Workflows, Assignment Manager), Siebel Enterprise Application Integration (EAI) protocols, Siebel Enterprise Integration Manager (EIM) for high-volume trade promotion data loads, production incident resolution, batch job (UBE) tracking

Secondary Skills

• Oracle Database administration foundations (SQL tuning, PL/SQL, indexing), Oracle Business Intelligence Enterprise Edition (OBIEE) reporting setups, Siebel Server Environment Management (srvrmgr commands, Gateway Server, Application Object Managers), cross-platform data mapping interfaces (Siebel-to-SAP and Siebel-to-JDE middleware links), Single Sign-On (SSO/LDAP) user provisioning, change control compliance documentation

Other Requirements

• 5-8 years of IT/application support experience, including 3+ years of hands-on depth on the relevant platform
• Strong working knowledge of Siebel, EAI, EIM, Open UI, SRF/workspace, workflow, Object Manager, Server Manager.
• Practical understanding of ITIL-aligned incident, problem, change, request, knowledge and major-incident processes.
• Ability to read logs, correlate events, form testable hypotheses and document a defensible technical conclusion.
• Working knowledge of security controls including least privilege, privileged access, secrets, certificates, vulnerability remediation and audit evidence.
• Clear written and verbal communication with the ability to translate technical findings into business impact and recovery options.

Education and preferred certifications

• Bachelor’s degree in computer science, Information Technology, Engineering or a related discipline, or equivalent demonstrable professional experience.
• Oracle Siebel CRM certification
• Oracle Database / SQL skills
• ITIL 4 Foundation

Behavioural competencies

• Customer and business-impact orientation
• Ownership and calm execution under pressure
• Analytical troubleshooting and evidence-based reasoning
• Collaboration across cultures, time zones and suppliers
• Control discipline, attention to detail and documentation quality
• Continuous learning, automation mindset and constructive challenge
• Coaching and peer review
• Ability to balance rapid restoration with permanent remediation

Performance measures

• L2 resolution rate and mean time to restore
• Repeat-incident reduction and RCA action closure
• Change success and release-defect rate
• Automation hours saved / toil reduced
• Backlog health and problem elimination
• Mentoring and knowledge quality

Working model

• May support global services across time zones through rotational shifts and on-call coverage.
• Expected to participate in major-incident bridges, planned releases, disaster-recovery exercises and critical business windows.
• Must follow approved change, security, data-handling, validation and segregation-of-duties controls.