• Focused on market and system operations for Siebel CRM (SBB/SAB), providing daily client support, incident investigation, and problem resolution through the ITSM Suite Portal. • Managed system releases and coordinated with Client business department, ensuring 24/7 availability for client needs.• Enhanced CRM functionality by designing new features and resolving design gaps.• Investigated and addressed live production issues, improving system performance.• Collaborated cross-functionally with Developers, Operations, and Business teams to support Project through testing, bug fixing, and developing new requirements.

• Managed incident, problem, and change management within SLAs, providing daily client support and coordinating system releases with the BMW business.• Scheduled and executed downtimes and official releases, ensuring 24/7 availability for critical issues, including weekend and holiday coverage.• Collaborated on the maintenance of the Project, assisting with testing and development of new system requirements.• promoted and requested by the Client to be assigned on next project delivered by IBM

Led QA efforts for IBM’s customization and development of Client’s ERP systems, ensuring compliance with market needs and countries regulations for order-to-cash, fulfillment, advanced shipment processes and more.• Leading the Team of 6 Developers.• Generated comprehensive QA reports after each sprint, assessing the quality and status of user stories and IBM's deliverables.• Designed test cases for user stories and change requests, covering all testing scenarios to verify the delivered functionality.• Managed User Acceptance Testing (UAT) across different environments, ensuring developed features met client requirements.• Created detailed QA testing protocols, documenting steps to reproduce issues and test results.• Acted as the main point of contact for client communication, gathering information, and aligning sprint content and QA processes with client expectations.

Supported IBM’s implementation of Oracle Siebel CRM for the client, focusing on transforming their legacy BSS environment.• Analyzed and designed the Product Catalogue solution, incorporating customer requirements and handling change requests.• Developed and tested the Product Catalogue using Siebel Tools.• Assisted in designing the Campaign Management solution, including requirements analysis.• Prepared the environment by collecting client data, performing initial data loading, and cleansing.

Consultant, Project Alphabet Marketing Automation Platform (MAP)Implemented Oracle Marketing Cloud (Eloqua) with campaign management and CRM integration, ensuring proper data exchange and access control.• Provided consultancy for Eloqua CRM integration, field mapping, and user access control.• Supported campaign preparation, customer segmentation, and customization for better targeting.

• Product Catalogue & Incident Management, Radical Simplification Program for Telco Client• Worked on IBM’s upgrade of Customer's Siebel CRM to a convergent Fix & Mobile solution, streamlining their systems and decommissioning legacy platforms.• Managed change requests and incorporated them into the Product Catalogue design, ensuring environment consistency and performing SQL-based validation checks.• Led defect management using HP Quality Center, assigned defects, and created daily, weekly, and monthly reports.• Conducted integration testing on service activation, modifications, and hardware management scenarios, while training newcomers on testing procedures.• Assisted with onboarding, managing access to systems and tools for project teams.

• Developed and tested technical templates (WFD) using PrintNet T Designer.• Collaborated with business, frontend, and backend teams to clarify requirements and ensure alignment.• Created documentation for technical templates and resolved incidents from testing and production.Tools: SalesPad, MS Access, MS Office, PrintNet T Designer, Notepad++, Oracle SQL Developer

• Conducted competitive analysis and product comparisons to inform marketing strategies.• Generated marketing reports and communicated with customers through targeted campaigns.• Reviewed and processed offers, and maintained the company website