Technical Support Specialist

Job Summary

Support Oracle Siebel CRM applications and integrations, maintaining reliable sales, service and customer operations across web, batch and interface components. This role operates as highest technical escalation, engineering authority and service reliability leadership for the domain.

Key Responsibilities

• Lead recovery for critical and ambiguous incidents and make risk-based technical decisions
• Own problem-management strategy, complex RCA and permanent engineering remediation
• Define reference architecture, support standards, non-functional requirements and technical guardrails
• Review high-risk changes, designs, data fixes, integrations, upgrades and resilience plans
• Drive observability, automation, capacity, performance, security and disaster-recovery improvements
• Partner with product owners, enterprise architects, cybersecurity, vendors and global operations leaders
• Build capability through mentoring, technical reviews, communities of practice and succession planning
• Resolve UI, workflow, assignment, EAI, EIM, batch and performance issues
• Analyze component status, server logs, SQL, workflow instances and interface messages
• Support user responsibilities, positions, views and access configuration
• Monitor Siebel server components, jobs and integration endpoints
• Coordinate repository/configuration migration and release validation
• Lead data repair through approved scripts and controlled reconciliation

Skill Requirements

Primary Skills

• Oracle Siebel CRM Application Support & Customization (Version IP17+ / Innovation Packs), Siebel Open UI architecture, Siebel Configuration (Scripting, Workflows, Assignment Manager), Siebel Enterprise Application Integration (EAI) protocols, Siebel Enterprise Integration Manager (EIM) for high-volume trade promotion data loads, production incident resolution, batch job (UBE) tracking

Secondary Skills

• Oracle Database administration foundations (SQL tuning, PL/SQL, indexing), Oracle Business Intelligence Enterprise Edition (OBIEE) reporting setups, Siebel Server Environment Management (srvrmgr commands, Gateway Server, Application Object Managers), cross-platform data mapping interfaces (Siebel-to-SAP and Siebel-to-JDE middleware links), Single Sign-On (SSO/LDAP) user provisioning, change control compliance documentation

Other Requirements

• 8-12+ years of relevant experience, with extensive platform engineering, architecture and production-support leadership
• Strong working knowledge of Siebel, EAI, EIM, Open UI, SRF/workspace, workflow, Object Manager, Server Manager.
• Practical understanding of ITIL-aligned incident, problem, change, request, knowledge and major-incident processes.
• Ability to read logs, correlate events, form testable hypotheses and document a defensible technical conclusion.
• Working knowledge of security controls including least privilege, privileged access, secrets, certificates, vulnerability remediation and audit evidence.
• Clear written and verbal communication with the ability to translate technical findings into business impact and recovery options.