The Lead Support Engineer - Siebel will provide L3 ownership for the customer's Siebel CRM landscape and associated integrations. The role will support the transition into service, stabilize operations, and act as the highest level of functional and technical escalation within the assigned scope. The individual will be responsible for ensuring application availability, resolving complex incidents, coordinating vendor engagements, and continuously improving support processes during transition and steady-state operations.

Lead operational support for the Siebel CRM platform and related modules.

Provide advanced troubleshooting for application, workflow, integration, interface, performance, and data issues.

Resolve complex incidents, problem records, and service requests within agreed SLAs.

Coordinate with business stakeholders, infrastructure teams, middleware teams, database administrators, and third-party vendors.

Analyze root causes of recurring incidents and drive permanent corrective actions.

Support deployment of approved changes, patches, enhancements, and configuration updates.

Review interface failures and coordinate recovery activities across connected applications.

Maintain system documentation, support procedures, known error database, and knowledge repositories.

Participate in major incident management activities and provide technical leadership during critical outages.

Identify automation opportunities and service improvements to enhance support efficiency.

Provide mentoring and technical guidance to L1 and L2 support teams.

Technical Skills

• Strong experience supporting Oracle Siebel CRM applications.
• Expertise in Siebel configuration, workflows, business services, business components, and integration objects.
• Good understanding of EAI, web services, middleware, APIs, and enterprise integrations.
• Experience analyzing Siebel logs, server components, workflows, and performance issues.
• Knowledge of database concepts, SQL, and data troubleshooting.
• Experience supporting application upgrades, patching, and release deployments.
• Understanding of incident, problem, change, and release management processes.

Functional Knowledge

• Experience supporting CRM business processes including:
  • Customer Management
  • Account Management
  • Service Request Management
  • Case Handling
  • Sales and Marketing Operations
• Ability to engage effectively with business users and translate operational issues into technical solutions.

Operational Responsibilities

• Act as the L3 escalation point for all critical Siebel-related incidents.
• Lead root cause investigations and problem management activities.
• Provide support during business-critical periods and major releases.
• Monitor application health and proactively address performance concerns.
• Review support metrics and identify service improvement opportunities.
• Ensure compliance with Reckitt governance, security, audit, and change management requirements.

Soft Skills

• Strong stakeholder management and communication skills.
• Ability to lead technical discussions across cross-functional teams.
• Excellent analytical and problem-solving capabilities.
• Strong documentation and knowledge management skills.
• Ability to perform effectively in a fast-paced global support environment.

Preferred Qualifications

• Bachelor's degree in Computer Science, Information Technology, or related discipline.
• Oracle Siebel CRM certifications are desirable.
• Experience supporting large global enterprise CRM environments.
• Experience working within FMCG, Consumer Goods, Manufacturing, or Supply Chain organizations is advantageous.

Experience

• 8-12+ years of IT experience.
• 5+ years of hands-on Siebel CRM support experience.
• Proven experience as an L3 Support Engineer or Technical Lead supporting business-critical CRM platforms.