CRM Supervisor

Job description / Role

About the role

Purpose of the job
Siebel senior administrator, with in-depth knowledge and experience of Siebel architecture, installation methodology, and administration of Siebel enterprise, servers, gateways, database, and clients.

Duties and responsibilities

• Responsible for managing and optimizing our CRM infrastructure ensuring high availability 24/7.
• Manage vendor through appropriate tickets and follow-ups.
• Participate in a 24x7x365 on-call rotation with other team members.
• Report any issues to the direct manager with frequent updates.
• Generate reports and dashboards to support decision makers and management.
• Apply frequent system updates and patching.
• Provide technical support and assistance to end-users and other stakeholders as needed.

Job specification

Education
Bachelor degree in computer science, engineering, or related discipline with an IT focus is preferred.

Experience

• From 2-5 years of experience, 2 of which are relevant to experience in Siebel support and administration with 17+ Siebel versions (preferred 23+ versions).
• Strong understanding of the Siebel architecture (browser, web server, app server, DB server, etc.).
• Siebel administration including Siebel gateway and application servers, Resonate, Actuate report server, Siebel batch components, and Siebel web server.
• Monitor application performance, troubleshoot application performance issues, address infrastructure or performance-related trouble tickets.
• Thorough with Siebel features, functionality, processes, and best practices across key modules.
• Responsible for managing and optimizing our CRM infrastructure.
• Siebel tools configuration: business objects, business components, screens, views, applets.
• Ability to read and understand eScript, Siebel VBScript, browser script, etc.
• Solid technical operating system experience with Linux and Unix.
• Experienced with Oracle SQL and PL/SQL.

Mandatory skills:

• Strong SQL and PL/SQL skills. P1
• Strong Linux and Unix skills (command and shell scripting). P1
• Skilled at Siebel administration, troubleshooting, and deployments which includes:
• Siebel server and component logs.
• Siebel gateway ZooKeeper.
• AI (Application Interface) logs.
• SMC tool.
• AI, application server, and gateway profiles configuration.
• Different TOMCAT configuration files on AI, gateway, and application servers.
• Administrate Siebel servers and components, events, and parameters.
• Skilled using SRVRMGR utility.
• Siebel migration (incremental and full).
• Aware of Siebel repository different object definitions (applets, business components, views, business objects, workflows, etc.).
• Strong problem-solving skills and a proactive approach to challenges.
• Excellent communication and interpersonal skills.
• Ability to work independently as well as in a team.
• Willingness to learn and take on new responsibilities.
• Technical troubleshooting and analytical skills.
• Time management and ability to multitask.
• Strong adaptability and ability to work in a fast-paced environment.

About the Company

Orange is one of the world’s leading telecommunications operators with sales of 43.5 billion euros in 2022 and 136,000 employees worldwide at 31 December 2022, including 75,000 employees in France. The Group has a total customer base of 287 million customers worldwide at 31 December 2022, including 242 million mobile customers and 24 million fixed broadband customers. The Group is present in 26 countries. Orange is also a leading provider of global IT and telecommunication services to multinational companies under the brand Orange Business.