Assistant Manager_SiebelCRM Siebel Scripting Configuration Workflow EAI L2 L3_Pune_

Role profile

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 a Siebel CRM Specialist to join our IT Operations team at VOIS, based in Pune. This role is pivotal in managing and enhancing Siebel CRM systems, ensuring seamless integration, performance optimisation, and advanced troubleshooting. The individual will be responsible for supporting L2 and L3 operations, developing workflows, and maintaining system reliability across multiple geographies including India, Egypt, Romania, Hungary, and the UK.

What You Will Do

• Total experience - 3+ yrs
• Work location-Pune
• Mode-Hybrid
• Develop Siebel workflows, policies, and triggers to automate business processes.
• Integrate Siebel CRM with internal systems using data mapping and integration objects.
• Customise Siebel applications to meet evolving business needs.
• Configure CRM components including applets, views, and screens.
• Analyse and debug complex system issues, ensuring effective resolution.
• Investigate and resolve code-related issues and implement performance fixes.
• Optimise system performance through configuration and code enhancements.
• Lead advanced troubleshooting for escalated L2 support tickets.
• Plan and execute system upgrades with minimal operational disruption.
• Document all system changes, fixes, and enhancements.
• Provide user support and guidance for Siebel-related queries.
• Monitor system health and proactively address performance issues.
• Coordinate with L2/L4 support teams and business users for issue resolution.
• Participate in knowledge transfer sessions to ensure service continuity.
• Manage database switchovers and disaster recovery scenarios.
• Conduct regular health checks and implement quality control measures.
• Communicate project status, risks, and updates to stakeholders.
  
  

• Approximately 5 years of experience managing Siebel CRM projects.
• Strong understanding of CRM systems and business processes.
• Proficient in Siebel CRM configuration, integration, and development.
• Skilled in Oracle, SQL, Unix, Control M, and Remedy.
• Demonstrates critical thinking, problem-solving, and effective communication.
• Capable of handling strategic and operational responsibilities with high impact.
• Able to work independently and exercise sound judgement in complex scenarios.
  
  

• Opportunity to work on strategic CRM systems across multiple geographies.
• Exposure to advanced troubleshooting and system upgrade planning.
• Collaborative environment with cross-functional teams and global stakeholders.
• Involvement in high-impact operational and strategic initiatives.
• Continuous learning through knowledge transfer and documentation practices.
  
  

• Advanced Siebel CRM configuration and integration techniques.
• Performance optimisation and debugging methodologies.
• Incident management and stakeholder communication.
• Disaster recovery planning and database management.
• Quality assurance and documentation best practices.