CRM & Order Management Operations Supervisor
Athens, GRC
πριν από 19 ώρες

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
  • Problem solving
  • 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
  • Competitive salary
  • 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

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