Manager_Oracle Siebel CRM

## Who we are

VOIS (Vodafone Intelligent Solutions) is a strategic arm of Vodafone Group Plc, creating value for customers by delivering intelligent solutions through Talent, Technology & Transformation.

As the largest shared services organisation in the global telco industry with 30,000 FTE, our portfolio of next-generation solutions and services are designed in partnership with customers across Vodafone Group, local markets, and partner markets to simplify and drive growth. With our strategic partner Accenture, we work alongside our Vodafone customers, other Telco and tech companies to drive transformation, meet the challenges of our industry and ensure we stay relevant and resilient. This partnership is a unique, industry-first model which brings together the best of in-house and 3rd party capability.

We work with customers across 28 countries from 10 VOIS locations: Albania, Egypt, Hungary, India, Romania, Spain, Turkey, UK, Germany, Ireland, and with a network of teams in Czech Republic, Italy, Greece, and Portugal.

#VOIS #BeUnrivalled #CreateTheFuture

## About this Role

We are seeking an experienced Siebel CRM application operations professional to manage the day-to-day operational health and technical support of Oracle Siebel CRM and associated platforms from SP Infocity, Pune.

This hands-on role focuses on service stability, SLA adherence, major incident and problem resolution, proactive monitoring, technical troubleshooting, automation, operational governance and continual service improvement. You will act as a technical escalation point for complex production issues and work across Siebel CRM, Oracle BSS and connected technology teams.

You should bring 7–10 years of Telecom IT, Oracle BSS or enterprise CRM application operations experience, including at least 5 years of hands-on Oracle Siebel CRM production support experience. Working knowledge of SRE practices, observability and automation is important for improving reliability, service performance and operational efficiency.

## What you will do

### 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.

## Who you are

### 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.

## Not a Perfect Fit?

Concerned you may not meet every requirement? Vodafone is committed to creating an inclusive workplace where everyone can thrive. If you are excited about this role but your experience does not align exactly with every aspect of the job description, you are encouraged to apply. You may be the right candidate for this or another opportunity, and the recruitment team will support you in exploring where your skills fit best.

## What’s in it for you

The opportunity to work hands-on with business-critical Oracle Siebel CRM and Oracle BSS services.Exposure to complex, cross-platform telecom operations spanning FMW/AIA, OSM, BRM, WebLogic, databases, infrastructure and networks.Opportunities to contribute to service reliability through SRE practices, observability, automation and continual service improvement.Experience influencing improvements measured through availability, SLA compliance, MTTR, MTTD, incident recurrence and change stability.Collaboration across Service Management, Business, Architecture, Infrastructure, Security, Oracle and other support partners.

## What skills you will learn

Through the scope of this role, you will have opportunities to further develop:

• 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.

## VOIS Equal Opportunity Employer Commitment

Vodafone recognises and celebrates the value of diversity in building a workforce that reflects the customers and communities it serves. No form of discrimination is tolerated. This includes, but is not limited to, discrimination based on race, colour, age, veteran status, gender identity, gender expression, sexual orientation, pregnancy, maternity or parental status, ethnicity, disability, religion or belief, political affiliation, trade union membership, nationality, citizenship, indigenous status, medical condition, HIV status, neurodiversity, social origin, cultural background, marital or civil partnership status, or socio-economic background.

## Join Us

At Vodafone, we’re working hard to build a better future. A more connected, inclusive and sustainable world. As a dynamic global community, it's our human spirit, together with technology, that empowers us to achieve this.

We challenge and innovate in order to connect people, businesses, and communities across the world. Delighting our customers and earning their loyalty drive us, and we experiment, learn fast and get it done, together.

With us, you can be truly be yourself and belong, share inspiration, embrace new opportunities, thrive, and make a real difference.

## Alert

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## Follow us on social media and #StayConnected

LinkedIn: https://www.linkedin.com/company/vois/Facebook: https://www.facebook.com/voisglobalInstagram: https://www.instagram.com/voisglobal/You can also chat with our employees to learn more about our projects: https://lnkd.in/dpkrcvR2