Deputy General Manager_Siebel CRM Technical Lead

Apply SRE practices to improve service stability and operational efficiency.

Drive automation across deployment, monitoring and operational processes.

Reduce repetitive operational activities through automation.

Contribute to AI-driven optimisation initiatives across CRM and end-to-end operations.

Deliver measurable improvements across platform availability, MTTR, change success, SLA compliance and incident reduction.

Act as a senior technical escalation point for business and support teams.

Manage engagement with Oracle and third-party vendors.

Provide executive updates, operational reporting and risk assessments.

Collaborate with Architecture, Delivery and Business teams.

Lead and mentor L2 support engineers.

Develop technical capability and promote effective knowledge management.

Support hiring, onboarding and workforce planning.

12 to 18+ years of experience in Telecom IT or Oracle BSS environments.

At least 5 years of experience leading application support or operational teams .

Substantial hands-on Oracle Siebel CRM production-support experience.

Strong expertise in Siebel EAI, Siebel Configuration, Siebel Workflow and scripting .

Experience with Unix/Linux administration .

Knowledge of Oracle SQL and performance troubleshooting .

Experience managing critical production services and leading major incidents through service restoration.

Experience driving automation and operational improvements.

Knowledge of Service Management across Incident, Problem, Change and Release processes.

Knowledge of the ITIL framework , production operations and service improvement programmes.

Experience in stakeholder and vendor management.

Understanding of, or hands-on experience with, monitoring and observability tools such as Dynatrace, AppDynamics, Kibana, Splunk or Zabbix .

Experience in log analysis, alert tuning, dashboards and proactive monitoring.

High-level knowledge of Oracle BRM, OSM and FMW integrations .

Experience with Cloud, Containers and Kubernetes is desirable.

The judgement and analytical capability required to diagnose complex production issues, manage service risks and identify opportunities for continual improvement.

Take end-to-end operational ownership of a business-critical Oracle Siebel CRM environment.

Work across service reliability, automation, SRE and AI-driven operational optimisation.

Collaborate with Architecture, Delivery, Business, Oracle and third-party teams.

Influence continual service improvement and platform reliability initiatives.

Develop leadership experience through mentoring, capability development, onboarding and workforce-planning activities.