Oracle

Job Description

About the role

We are seeking a highly skilled Siebel CRM Technical Support Engineer with strong functional analyst capabilities to support and optimize Oracle Siebel CRM 24.x environments. You will own complex incident resolution, performance troubleshooting, environment administration, and integrations—while also contributing to analysis, functional design, and integration testing with Oracle SaaS/PaaS solutions (particularly OIC, ORC, and ERP Cloud). You will collaborate closely with business and technical stakeholders to ensure requirement traceability, solution quality, and alignment with client processes.

Required qualifications

• 5+ years working with Oracle Siebel CRM, including production support and administration for 22.x–24.x; strong command of Open UI and Workspace.
• Strong understanding of Siebel Data Model, Business Components, Applets, Views, Workflows, EAI/EIM, and integration objects; proven experience with EIM data load strategies and error handling.
• Hands-on experience integrating Siebel with external systems—preferably via Oracle Integration Cloud (OIC) and/or SOAP/REST web services, including security (OAuth 2.0/OpenID Connect, SSL/TLS, certificates).
• Ability to read and evaluate SQL query execution plans generated by Siebel; solid knowledge of how SQL database engines work (e.g., Oracle Database).
• Deep Siebel SysAdmin knowledge; understands how Siebel works under the hood (components, tasks, sessions, parameters, server events, Gateway/SMS/SCM).
• Proficiency with Unix/Linux tools and shell utilities (head, tail, grep, sed, awk, find, etc.); comfort with log analysis and scripted troubleshooting.
• General knowledge of operating systems, networking (DNS, load balancing, firewalls, proxies), and web technologies relevant to Siebel Open UI.
• Excellent analytical, documentation, and communication skills with both business and technical stakeholders; able to drive requirement traceability and structured testing.
• English: intermediate to advanced (able to read technical documentation and participate in meetings).

Preferred qualifications

• Experience with Oracle SaaS/PaaS integrations at scale (OIC patterns, mapping, orchestration, error handling, and monitoring).
• Familiarity with Oracle ERP Cloud and/or HCM Cloud (basic process and data flow understanding).
• Background in banking or financial services projects.
• Experience with performance engineering (AWR/ASH, SQL tuning), monitoring/observability (e.g., OEM, Prometheus/Grafana, Splunk/ELK), and capacity planning.
• Knowledge of Siebel 24.x capabilities such as IRM-driven updates, Repository/Workspace lifecycle, zero-downtime techniques, RESTful services, and Siebel Management Console automation.
• Exposure to containerization, cloud infrastructure, or DevOps practices (CI/CD, Infrastructure as Code) is a plus.
• ITIL Foundation certification or equivalent operational framework experience.

Core soft skills

• Customer-centric mindset with a calm, methodical approach under pressure.
• Strong problem-solving and root-cause analysis; able to decompose complex issues across app, DB, and network layers.
• Ownership and accountability for incidents, changes, and deliverables; proactive risk identification.
• Collaborative communicator who can bridge business requirements and technical implementation.
• Organized, detail-oriented, and diligent with documentation and change control.

Education

• Bachelor’s degree in Computer Science, Information Systems, Engineering, or equivalent experience.

What you’ll work with

• Oracle Siebel CRM 24.x (Open UI, Workspaces, EAI/EIM, REST/SOAP)
• Oracle Database and SQL tuning tools
• Oracle Integration Cloud (OIC), Oracle Recruiting Cloud (ORC), Oracle ERP Cloud
• Unix/Linux, shell scripting, and standard tooling
• Enterprise monitoring, logging, and ticketing platforms (ITIL-aligned)

Notes

• This role may require periodic off-hours work for incidents, releases, and maintenance windows.
• Candidates should be familiar with enterprise security, privacy, and compliance best practices in regulated environments.

Responsibilities

Key responsibilities

• Provide Level 2/3 technical support for Siebel CRM 24.x (Open UI) across production and non-production environments, ensuring timely incident resolution and root-cause analysis.
• Administer and optimize Siebel components: Siebel Management Console, Application/Object Managers, SRF-less/Workspace-based deployments, EAI, EIM, Workflow, Assignment Manager, and REST/SOAP services.
• Monitor, analyze, and tune performance end-to-end (application, SQL, integration layers); read and evaluate Siebel-generated SQL execution plans and optimize queries and indexes where appropriate.
• Perform environment management and SysAdmin tasks: configuration, patching, upgrades, IRM/ACR deployment, repository and Workspace management, logging, and capacity planning.
• Support integrations with Oracle Integration Cloud (OIC), Oracle Recruiting Cloud (ORC), and Oracle ERP Cloud; ensure robust, secure interfaces via REST/SOAP, JMS, file-based, and event-driven patterns.
• Execute and/or support functional analysis, requirement traceability, functional design, and integration testing; maintain high-quality documentation (solution designs, runbooks, test plans, release notes).
• Collaborate with network, database, middleware, and security teams to ensure resilience, compliance, and adherence to enterprise standards.
• Contribute to CI/CD and automation for Siebel deployments and configuration where applicable.
• Participate in on-call rotations and incident/problem management processes (ITIL).

Qualifications

Career Level - IC4

About Us

As a world leader in cloud solutions, Oracle uses tomorrow’s technology to tackle today’s challenges. We’ve partnered with industry-leaders in almost every sector—and continue to thrive after 40+ years of change by operating with integrity.

We know that true innovation starts when everyone is empowered to contribute. That’s why we’re committed to growing an inclusive workforce that promotes opportunities for all.

Oracle careers open the door to global opportunities where work-life balance flourishes. We offer competitive benefits based on parity and consistency and support our people with flexible medical, life insurance, and retirement options. We also encourage employees to give back to their communities through our volunteer programs.

We’re committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by emailing accommodation-request_mb@oracle.com or by calling +1 888 404 2494 in the United States.

Oracle is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans’ status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.