Job Responsibility:
- To provide on time technical application support and problem solving 24*7 to ensure healthy environment to the company's SIEBEL CRM system and uninterrupted smooth business operations.
- Maintain and support SIEBEL CRM system 24*7 to ensure healthy system status.
- Solve log and report production problems in timely manner to ensure users and management updates with production problems.
- Handle and prioritize HP problems and to ensure solving them within their relevant service level agreements (SLAs).
- Manage all application administrative functions.
- Implement system updates as per the change management process to ensure proper implementation for fixed and new deployment are timely and accurately deployed to production.
- Postproduction testing and successful implementation of the applied changes to ensure healthy change implementations.
- Develop workarounds and propose long term Solutions for production problems where applicable to ensure minimum impact on the business for known system problems.
- Follow up with Application Development and vendors on open issues in the production applications to ensure timely fix implementations.
- Develop/implement health checks for production problems to ensure proper operation and on-time alerting.
- Provide consulting to system users to work out business complex scenarios to maximize user awareness and proper system usage.
- Analyze repetitive problems, try to find temporary solutions and escalate to the development team or vendor for permanent fix to minimize business impact for chronic problems.
- Study well systems documentations.
- Direct users to official channels for reporting issues.
- Escalate production environment global issues to direct managers.
- Ensure applications changes are followed by the Change Management Process.
- Full compliance with IT Security Policy.
- Assure of customer data and production information confidentiality.
Responsibilities in IT Application service support Team job specific such as below:
- Maintaining and support Etisalat SIEBEL CRM Application along with KPIs report, health checks and automation jobs.
- Maintaining and support Oracle BI Publisher system.
- Reviewing high level design and technical implementation details for all Siebel CRs.
QUALIFICATIONS_ESSENTIAL
- University degree in computer science or engineering, preferable ITI graduate.
- 0 to 2 years of experience in software development or CRM applications.
- Good knowledge of UNIX and Linux Operating systems.
- Good knowledge of UNIX shell scripting.
- Knowledge for at least 1 applications development tools (Java Development or an Object-Oriented programming).
- Very Good in English (Reading, Writing & Oral).
- Very Good Communications Skills.
- Very Good problem solving and analytical skills
- Proactive in problem solving and prevention.
