Deputy General Manager_Siebel CRM Technical Lead

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.

• 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.

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.

• 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.

• 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.

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.

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