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SIEBEL : expertise spécifique

Siebel propose des solutions pour répondre aux attentes des entreprises qui souhaitent fidéliser, et fournir un service de qualité à leurs clients. Siebel est un éditeur de produits CRM "Customer Relationship Management" destinés à gérer les relations clients. Siebel est un des leaders mondiaux de solutions e-Business.

Aperçu d'expériences de Michel, freelance SIEBEL habitant le Morbihan (56)

Career summary

Before contracting, I was for 2 years the IT manager for Visual Communications Group better known as the Telegraph Colour Library. I designed and deployed a complete overhaul of telecommunications and IT infrastructures for our UK headquarters and foreign subsidiaries. I also managed the design and. deployment of Merlin, an in-house photo library management system.
20 years of architectural expertise gathered on medium to very large projects in over 15 countries. Performance, Integration. CRM Program management and crisis management skills.
As an architect, I focus particularly on performance and operational (production) requirements issues. I have been involved in most aspects of CRM projects from pre-sales to deployment, audit and support. I am also involved in data quality and Big Data applications such as Hadoop (Datalake) and Splunk.

Accor Hotels
September 2015 to now
Lead architect, administrator, SME for a Solaris Supercluster Exadata hosted Oracle MDM (Siebel implementation supporting 20 client applications through web services (up to 30000 transactions/minute). Serving Loyalty, Reservations, BI, Marketing, Newsletters, etc…
DB is about 3.5TB and contains about 60 million contacts and associated data.
My role is hybrid. I ensure day to day supervision, incident and problem management. Propose changes, mostly concerning performances and data quality and I have been recently trained on Splunk to improve incident detection and compliance to KPI. I also act as SME on most MDM matters. This is a typical SOA implementation with the MDM and the reservation system at the top of the pyramid. We feed a Datalake and multiple applications from tablet based PMS to Android/IOS apps. We continually expand the intake and supply of new data sets as the group expands. We are currently integrating the Fairmont Hotels & Resorts group within our systems. From a system that could barely support 5000 calls per minute and had total downtime of 84 hours at my arrival in 2015 we can now handle over 30,000 calls/min with a recorded downtime for 2018 of 16 minutes.
In collaboration with the business and running metrology workshops I defined both business and technical KPIs’, then designed real time dashboards and scheduled reports using Splunk.

Touring Insurance, Brussels
June to September 2015
Caretaking of the Siebel ecosystem until decommissioning and replacement. Siebel administration/troubleshooting.

Imperial Tobacco
Senior Siebel consultant, November 2014 to January 2015
Team of 3 consultants supporting 400 mobile sales representatives for UK market.
Deployment and roll-out strategy
Support processes design
Adhesion to 'best practices'
BI Analytics

Cap Gemini for EDF
Senior Siebel architect & technical project manager in charge of production support, November 2013 to October 2014
Architectural roadmap in preparation to scheduled Siebel with Open UI (HTML5) upgrade and SOA.
Management of a team of 6 to support Siebel 7.8 for about 3000 users.
My responsibilities also include:
Deployments to production & and integrator side non-production platforms
Release management
Infrastructure design
Bill of materials
Order scheduling
Creation of the delivery plan and schedule
Resource management
BI Analytics administration

Pernod S.A
CRM Architect, July 2013 to May 2014
Scoping study for a Siebel SFA with Open UI (HTML 5) Mobile upgrade from in order to support new Windows 8 Tablet PCs' to be deployed to the sales force. Test reports, a PoC, project plan, cost estimates and associated recommendations constitute the main deliverables in a SOA context. As an alternative to the upgrade the client also requested a PoC with a virtualization of the existing client (Explorer 7 & Siebel using the Novell product, ZAV.

OnPoint SI for Ecobank
Senior consultant, Accra and Abidjan, June 2013
Training the trainers for a Greenfield eFinance Siebel project in West Africa. The pilot will start in Ghana and the Ivory Coast and then spread to all of Ecobank’s subsidiaries. Short term contract but extremely interesting and challenging as training is not my core skill.

Expérience professionnelle

• Oracle Advanced Customer Services (Siebel Expert Services) France, October 2012
I am providing on-site support and assistance to 3 large accounts (Insurance, transport and banking).
Production Readiness Review
On site assistance
Deployment and delivery strategy
Production support
Performance tuning
Administration processes
UCM integration

•Bull SAS, Angers, France, ********, June to September 2012
I am assisting Bull in hosting their first Siebel system on behalf of a Veolia affiliated company. This is a multi-faceted role covering:
Technical expertise
Deployment and maintenance organization
Redaction of the RACI
Escalation processes
Implementation and validation of a PoC, etc…

•Bureau Veritas, Noida, India, Jan 2012 to April 2012
ISM GSSC Project Manager
Setting up an insourced Global Shared Service Centre in Noida, India on behalf of Bureau Veritas.
Hybrid BPO/Insourcing
Knowledge transfer
Process design
A very interesting and challenging project unfortunately cut short due to social and labour issues within BV.

•Harmonie Mutuelles, Tours, France, January 11 to Dec 11
Senior Siebel architect
Siebel FINS and Marketing, Campaign management with OBIEE, BIP, Wintel, Oracle 10 RAC Aix
Review and re-engineering of current architecture for improved reliability and performance:
Clustered web servers
Integration to Big IP for web and application servers load balancing
High availability EAI, EIM and web services
Industrialization of delivery
Liaison with Oracle TAM and Expert Services
Web services are used for quotations via legacy system and address validation

•Bureau Veritas, Nantes, France, July 09 to December 10
Senior Siebel architect & administrator,
Siebel 8.1 Field Services worldwide implementation with quite a complex application architecture relying on multiple repositories and enterprises using a common database and Oracle BI.
Interface to Adobe lifecycle, Documentum
My tasks are:
Streamlining of deployment processes
Knowledge transfer
Leading the architecture design team

•IBM Global Services for AxaTech, Brussels, Nov 08 to July 09
Senior Siebel architect.
AxaTech has decided to consolidate all of its European data centres into 2 locations (1x primary, 1x secondary) near Koln in Germany.
My role is:
To collect, consolidate and analyse all relevant data concerning the current Siebel infrastructure in Brussels (2 x Siebel applications, 8 environments).
To design a PoC and analyse the impact the move might have on performances, specifically in the context of the Call Centre, as the Genesys platform will remain in Brussels. The main object of the exercise being to measure and if possible resolve the impact of network latency between Brussels and Koln.
To design a new target infrastructure and, within schedule and budget constraints, endeavour to improve performances, serviceability and availability.
Finally to conceive a move and deployment strategies with the least impact to the users.

•Fortis Bank, Brussels (February 08 to Nov 08)
Siebel Architecture and administration.
Greenfield implementation of 2 concurrent Siebel 8 FINS & SME, including Campaign management, projects in 3 languages for 12000 users. The first project to go live is aimed at the Merchant & Private Banking sector while the second is a pure retail banking implementation. I am charge of building, configuring and supporting the QA and Load & Performance test environments as well as production as the projects go live. I took this contract as an opportunity to augment my Siebel 8 experience and to familiarize myself with SSSE, Fortis being the 1st large scale implementer of that new Siebel feature. This an Oracle 10g project running on AIX 5.3 with HACMP clusters.

•Skura Europe Ltd (October 07 to January 08)
Skura is a Canadian company specialized in add-on applications for CRM in the pharmaceutical sector. I was recruited as part of the build up of the newly formed European operation based in London. My job title was Senior CRM consultant and during my stay I was involved in pre-sales to European customers. I also performed some project management for the Dutch subsidiary of a large German corporation as part of our CLM (Closed Loop Marketing) product rollout.
Contrary to what I was initially told the parent company decided to downsize the European operation. I was offered to stay on at the condition of relocating to a different country, an offer that I had to decline.

•Dresdner Bank for ilume, Frankfurt, Germany (June 07 to October 07)
Senior Siebel architect in charge of performance tuning for a major Siebel 7.0.5 to Siebel 7.8 FINS upgrade. My responsibility is to ensure that the upgrade can be deployed within the narrow operational window available for the go-live process. Originally the process takes about 140 hours, the goal I was given is too reduce it to a maximum of 40. Both Siebel and DB2 run on IBM AIX. The overall physical size of the database is 600GB.

•IBM Frankfurt Am Main, Germany (July 06 to June 07)
Siebel Architect within the Performance Management Team. My role is to provide Siebel specific expertise for the deployment of a very large Siebel 7.8 eCommunications, SME & Analytics project for Deutsche Telekom. The application will be operated by about 15000 call center agents and contain over 50 million customer records. Over 100 Workflows will be running in conjunction with MQ Series and XML interfaces for billing and other systems. Many aspects of this project are on the leading edge of Siebel Architecture since it will rely on Oracle RAC running on AIX 5.3 with for the RDBMS (24x7); this is very likely a first on this s...

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