Role purpose :
The role is responsible for supervising a team of onsite and offshore engineers that supports Siebel CRM and CTI applications, focusing on services availability and providing great customer experience to internal and external customers.
Key accountabilities and decision ownership :
Supervise a team of operations engineers
Coordinate Incident and Problem management activities
Mentor senior engineers to achieve their goals
Act as a Subject Matter Expert in technical / architectural decisions related to the applications in scope of the team
Build solid collaboration processes between onsite and offshore teams
Manage the support Vendors and monitor SLAs / KPIs
Monitor day to day activities and report performance KPIs to stakeholders
Drive operations automation initiatives (CI / CD, DevOps, monitoring tools)
Core competencies, knowledge and experience :
Recognised as an expert in the Siebel CRM domain with a proven track record
Passion for continuous improvement in processes, team members and yourself.
Brings in best practices, pushes innovation, drives results based on KPIs
Bridging the gap between teams and functional areas
Must have technical / professional qualifications :
Bachelor’s Degree in Computer Science or Engineering or previous demonstrated work experience.
8+ years application development or operations in a corporate environment using Oracle Siebel.
Good knowledge of Siebel Administration and CTI integration
Experience in leading a team of engineers
Good knowledge of ITIL framework and experience in practicing it
Preferred experience on Telco industry
What's in it for you :
Hybrid way of Working
Private Health & Medical Insurance
Extra days-off : We love mothers 4 months extra paid off-period!
Gym, Sports, Excursion weekends & Special events
Restaurant, entertainment areas, hairdresser, etc.
Needless to say, we cater for your communication wherever you are
Come as you are. We love when people feel they can be themselves at work
LI-Hybrid #Vodafonespirit #Togetherwecan