Deputy General Manager_Siebel CRM Technical Lead

Own end-to-end operational accountability for Oracle Siebel CRM platforms including production support, incident and problem management, ensuring SLA compliance and service stability.

Lead platform reliability improvement through SRE practices, automation of deployment/monitoring/operations, and AI-driven optimisation initiatives.

Manage vendor relationships, serve as senior technical escalation point, provide operational reporting, and lead a team of L2 support engineers including mentoring and workforce planning.

12+ years of Telecom IT or Oracle BSS experience with substantial hands-on Oracle Siebel CRM production support.

At least 5 years leading application support or operational teams.

Strong expertise in Siebel CRM components (EAI, Configuration, Workflow, scripting), Unix/Linux administration, and Oracle SQL performance troubleshooting.

Experience with Service Management (Incident, Problem, Change, Release), ITIL framework, and stakeholder/vendor management; knowledge of monitoring tools like Dynatrace, AppDynamics, Kibana, Splunk, or Zabbix.

Experienced in managing critical production services with proven ability to lead major incident resolution to service restoration.

Strong operational focus with expertise in applying Site Reliability Engineering and automation to improve platform stability and operational efficiency.

Skilled in collaborating across architecture, delivery, business, and vendor teams to deliver continuous service improvements and manage risk.