Technology: Siebel Pharma
www.c3i.com , Hyderabad
Job Summary:
Provide Technical and Resource Management for C3i’s offshore Professional services team. The work is spread across C3i’s Managed Services functions: Application Admin, Application Maintenance, Data Production Services and DBA services, and various project activities. Must be able to work in a syndicated environment (overseeing multiple clients and multiple projects) and have strong communication skills to interface with multiple US-based delivery managers.
In addition to managing internal teams, this role is also responsible for meeting with prospective clients, architecting application or technical solutions to meet business needs, writing and presenting client presentations or proposals, writing and facilitating contracts, and potentially managing customer relationships
Principal Responsibilities: (Essential Functions)
1. Team Management responsibilities
Manage a team of Siebel Administrators, Configurators, Data Specialists and DBA(s) working for a single customer or multiple customers
Create and enforce staffing schedules to ensure that Client’s Hours of Operations are consistently covered. This includes ensuring that resources have a backup when sick or on vacation, etc. Manage any staggered working hours.
Participate in the interview process for new hires, when necessary
Assess resource readiness to perform tasks and ensure that appropriate remediation training is provided when readiness is an issue
Prioritize the work of each member of the team, as necessary, to ensure that deadlines are met
Follow-up with each team member and report status to appropriate management and/or client contacts
Ensure that all resources accurately fill out timesheet information.
Ensure proper coordination with other C3i personnel working with Client (e.g.: US Project Managers, US client managers, Helpdesk Managers, TASes, rollout projects, etc.)
Created/Update and enforce all appropriate procedures for the Client’s team. Ultimately responsible for the team‘s adherence to procedures (SOPs)
2. Client Management responsibilities
Consistently meet SLAs
Act as Client’s escalation point and ensure the timely resolution of any issues reported by Client or C3i’s US Client Manager.
Participate in Client’s weekly Checkpoint meetings where Siebel issues are discussed. Timely document each Checkpoint with minutes, including action items
Ensure that Client’s follow standard procedures for requests.
Scope and define Change Requests as necessary.
Write contracts and facilitate contract discussions with Asia-Pac clients
3. Siebel Admin Responsibilities
Ensure that all issues escalated to the Siebel Admin function are promptly resolved by the Siebel Admin team
Ensure timely and thorough documentation of all work performed by Siebel Admin technicians
Perform daily QA of activities performed by Siebel Admin technicians, to ensure that proper procedures are followed and SLAs are met.
4. Application Maintenance
Ensure that Bugs reported to Client’s application management team are promptly researched, assessed, prioritized with Client, fixed, tested and released to Client’s end users
Coordinate the Enhancement Request process, including gathering and documenting requirements, tracking in a Change Request Tracker, assessing, prioritizing with Client and scheduling for configuring, testing and release to Client’s End users
Ensure that all Changes made to Client’s application are properly documented
Coordinates the Release Management Process of bug fixes and enhancements
5. Data Production Services
Ensure that Client’s Data Production runs according to Schedule
Manage the on-Call resources in charge of monitoring the Data Production Process and troubleshooting any issues from the process
6. Project Team Management
Work with VP of PSG and/or Manager of Operations to make staffing assignments
Monitor work efforts of project team members
Pro-actively alert VP of PSG and/or Project Team PM of any issues
Provide technical guidance to all team members
Assist with research and troubleshooting of complex issues
Perform an on-site Project Advisor role (part-time basis) for any projects being delivered in the Asia-Pac region
7. Pre-Sales Consultation
Work with VP of PSG and/or Sales Directors to define technical solutions for prospective clients
Provide overview of C3i services, capabilities and differentiators to prospective clients
Create presentations and present to small or large groups of clients (all levels of management)
Write and present comprehensive proposals – focused on the technical solutions
8. Travel: 25% depending on client opportunities and assignments. Travel to US 1-2 times per year or more frequently as necessary based on client demands. Travel within Asia-Pac based on sales opportunities
9. Hours: Varied. Will depend on whether daily/weekly activities involve meeting local clients or working with US customers. Will definitely require some US hours of operation.
Education:
Bachelor degree in Information Technology, Computer Science, a related discipline, or equivalent education and experience.
MBA or advance technical degree preferred
Siebel Core Consultant training required (certification preferred)
Project Management certification or Management training preferred
Prior experience working at a service provider or software company focused on the pharmaceutical industry or prior experience working at a pharmaceutical company in an IT or CRM-business related position
General Skills
Excellent oral and written communication skills; especially phone skills
Ability to analyze Client’s Siebel functionality requirements (Business Analysis)
Excellent project management and organizational skills
Excellent team management skills
Strong customer service focus
Strong client engagement skills
Proven ability to lead teams. Resilience under stress.
Demonstrated Organizational and Time Management skills
Demonstrated ability to work in teams
Effective troubleshooting skills
Ability to research issues and create discussion papers on such topics
Excellent skills with MS Office and standard tools
Please furnish below details –
Current Organization -
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Number of Full Cycle Implementations in Pharma -
Current CTC –
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