Job Description :
Note: only GC and Citzen





JD:
Resource with 8- 10 years of hands-on Siebel experience who could also manage Siebel CRM application support for Production
Good understanding of SDLC and ITIL Framework
Experience to work in multi-vendor environment
Public Sector experience is a PLUS
Understand application functions and related downstream processing components
Monitor and Perform operations to track, resolve and manage incidents
Ability to help priorizie issues with thorough understanding of defined SLA and its impact incidents that have client impact including business impact assessments, technical resolution, engagement, and communications
Drive the implementation and adherence to incident, problem, and change management processes
Drive adherence of SLAs
Participate in post incident reviews
Identify post incident review action items and process improvement opportunities
Support DR testing
Work with Change Management/Release Managers on the evaluation and implementation of change events
Contribute to the evaluation and implementation of monitoring tools
Build and maintain strong relationships with Clients/Partners teams, business aligned teams and business partners to identify process improvement opportunities
Drive continuous improvement of services and processes to increase platform stability and realize operational efficiencies
Develop and maintain process and procedure documentation
Collaborate with technology and business partners to continuously identify proactive monitoring and health check opportunities
Interact with peer technical groups, Technical Leads, SME’s and senior executives as needed in delivering the objectives for the production operations support unit
Ensure project activities are completed within established time frames and objectives conform to overall standards and operational objectives






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