Siebel Support _ Tier 2 CTR

Datavail Infotech

2d•Remote

About The Position

The Siebel Support role provides Oracle Siebel production support and platform enhancement across business domains including Order Management, Payments, Fulfillment, and Customer Service. The role handles L1.5-to-L2 incident management and L2/L3 support, troubleshooting application and operational issues, investigating root causes, and delivering timely resolutions within established SLAs. It also supports Siebel DevOps platform enhancements and integrations with enterprise systems, eCommerce platforms, and POS solutions.

Requirements

At least 5 years supporting Oracle Siebel CRM applications in a production environment.
Strong knowledge of Siebel configuration, workflows, business components, business services, and EAI.
Experience troubleshooting integrations, SOAP/REST web services, and Oracle databases.
Strong SQL and data investigation skills.
Experience with incident, problem, and change management processes.
Strong analytical and troubleshooting skills, including the ability to identify and resolve complex application and operational issues.
Ability to learn and understand business processes across Order Management, Payments, Fulfillment, and Customer Service.
Experience with Siebel development tools and technologies, including SQL, shell scripting, EIM/EAI, and web services.
Strong understanding of Oracle Siebel architecture, business processes, and core functionality.
Excellent communication and stakeholder management skills.

Responsibilities

Manage and resolve Oracle Siebel incidents across multiple business domains, including Order Management, Payments, and related functional areas.
Troubleshoot incidents, perform root cause analysis, and resolve application issues within SLA targets.
Monitor application health, integrations, workflows, and batch processes.
Support releases, deployments, testing, and production validation activities.
Coordinate with business users, service desk, infrastructure, vendor teams, TPMs, and business stakeholders to resolve issues and support improvements.
Manage and support Siebel DevOps demand for platform enhancements, including address standardization, streamlining NCOA/DNC, and enabling automation capabilities.
Maintain operational documentation, knowledge articles, and support procedures.
Identify recurring issues and recommend process or system improvements.
Develop and support integrations with enterprise systems, eCommerce platforms, and POS solutions.
Collaborate with business stakeholders to enhance platform capabilities, reduce incident recurrence, streamline business processes, and improve operational efficiency.