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For your reference, we have included the original job posting below.
Senior IT Support Manager - Siebel
Job Number:
22906670
Company Name:
Hitachi Data Systems
Job Location:
Santa Clara, CA US
Job Category:
Information Technology
Senior IT Support Manager - Siebel
Title: Senior IT Support Manager - Siebel Location: California-Santa Clara Job Overview: Reporting to the Director of Global Business Application Support, the Snr IT Manager's role is; to plan, coordinate, and supervise all CRM support activities - prior, during and after the implementation of Siebel, in April 2010. This role is also responsible for transition, support, maintenance, upgrades and bug fixes of the legacy applications including Clarify. The incumbent will guide his/her team on implementation challenges and prepare the team and processes accordingly. Conformance to the overall ITIL driven support tools and processes that are currently in place is required. The Snr. IT Manager is responsible for managing performance, SLA's and deliverables for a global workforce that is comprised of fulltime, contractors, and outsourced on offshore staff. End users, partners and vendors do operate from various time-zones. The individual must be intimately familiar with management and support of Siebel 8 application.
Job Functions: Manage the execution and delivery of CRM Applications Support, globally. Work with external vendors as and when needed. Deliver against departmental projects. Manage problem definition, and recommendation of changes to systems, infrastructure or processes. Ensures Service Level Agreements are created and adhered to - for systems availability and service & support delivery. Maintains customer relationship and integration of activities through regular communications with business and the IT CRM Development managers and director. Participate in budgeting. Responsible for all aspects of managing the team including; setting goals and objectives, managing performance, developing associates, staffing, promotions and salary administration. Manages performance utilizing organizations performance management system, practices and tools. Primary Qualifications: Minimum 4 years of Siebel CRM Application Management and Support. Experience with Siebel 8 is preferred. 8~12 years of relevant of Information Technology experience preferred Bachelors Degree in Computer Science preferred. Experience with software deployment and solution delivery Experience with delivery of solutions (software, hardware, networks, databases, security) Experience with Clarify support is an advantage. SIEBEL technical knowledge and/or experience is a MUST. Project planning and execution is a prerequisite. Experience leading ongoing support efforts Pre/post-implementation. Knowledge and understanding of development methodologies is important. Experience leading a team of 10~20 staff is required Leadership qualities include effective communication, team building, enthusiasm, and creative thinking. Excellent written and verbal communication skills, strong customer focus and demonstrated ability to work with geographically dispersed teams
Other: Around four domestic and occasional international travels may be required. In case of emergencies, out of working hours participation and Incident management is expected.
