Deputy General Manager_Siebel CRM Technical Lead

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 Technical Lead to support the day-to-day operations and end-to-end service stability of Oracle Siebel CRM and associated platforms from SP Infocity, Pune.The role focuses on production support, platform reliability and availability, major incident management, problem management, technical troubleshooting, operational excellence, automation and stakeholder management. You will also contribute to Site Reliability Engineering (SRE) practices and AI-driven optimisation initiatives across CRM and end-to-end operations.The role requires 12+ years of Telecom IT or BSS experience, including substantial hands-on Oracle Siebel CRM production-support experience, together with experience in service governance, operational improvement and people leadership.

What you will do

Application support and operations

• Own end-to-end operational accountability for Oracle Siebel platforms.
• Lead P1/P2 major incident management, coordination and service restoration.
• Drive Problem Management to eliminate recurring incidents and improve platform reliability.
• Govern root cause analysis and implementation of corrective actions.
• Ensure SLA compliance, service availability and stability for business-critical applications.
• Review and improve operational KPIs, including MTTR, MTTD, incident volumes and service availability.
• Support service governance and continual improvement initiatives.

Platform reliability and continuous improvement

• 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.

Stakeholder and vendor management

• 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.

Team leadership

• Lead and mentor L2 support engineers.
• Develop technical capability and promote effective knowledge management.
• Support hiring, onboarding and workforce planning.

Who you are

You have:

• 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.

Success in this role will be demonstrated through platform availability, reduced P1/P2 incidents, improved MTTR, change success rate, automation adoption, SLA compliance, service improvement delivery, and audit and compliance adherence.

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

Based on the responsibilities described for this role, you will have the opportunity to:

• 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.

What skills you will learn

The role provides opportunities to further develop:

• Advanced Site Reliability Engineering and operational excellence practices.
• Automation approaches for deployment, monitoring and production operations.
• AI-driven approaches to CRM and end-to-end operational optimisation.
• Observability, proactive monitoring, alert optimisation and service-performance analysis.
• Cross-functional stakeholder and vendor management.
• Major incident leadership, problem management and service restoration.
• Technical mentoring and capability development within application-support teams.

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.

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