harikiran chirala

• Strategic CRM Roadmap: Led global CRM transformation programs across Salesforce
and Siebel platforms supporting sales, service and HR functions across EMEA and North
America.
• Enterprise Migrations: Successfully executed high-stakes projects, including Siebel IP
22 Upgrades, Datacenter Migrations, and large-scale Data Migrations (Ex-Lumen EMEA
to COLT).
• Team Leadership: Manage a high-performing team of 10 personnel, overseeing
incident resolution, performance updates, and professional development.
• Operational Excellence: Spearheaded automation of manual administrative tasks,
reallocating 20% of team capacity toward strategic innovation and high-value projects.
Part of Core Infrastructure group working for operation excellence
• High Availability: Directed global CRM platform operations delivering 99.9% availability
across multi-region enterprise infrastructure.
• Governance: Chair Change Advisory Board (CAB/CRB) meetings to evaluate risk, plan
releases, and ensure seamless deployment of system fixes. Siebel CRM IP15 - 22, Salesforce (Sales Cloud, Marketing Cloud), Oracle
DB, RHEL, VMWare, Rubrik, GitHub, CAB Governance (ServiceNow)

• Global CRM Transformation: Led strategic CRM initiatives from the India Technology
Development Center, focusing on global technology-enabled programs.
• Cloud Transition: Directed the team transition to support Salesforce (SFDC)
applications, managing the shift from legacy on-premise models to cloud-native
support.
• Project Delivery: Delivered enterprise-level projects including ServiceNow
Implementation, Enterprise IE11 Upgrades, and Siebel Data Center movements.
• Mobility Leadership: Architected and supported Siebel CRM for iPad, enabling mobile
productivity for a global sales force.
• Technical Administration: Managed end-to-end lifecycle for Siebel environments,
including critical Patch Upgrades (8.1.1.0 to 8.1.1.9) and performance tuning.
• Vendor Management: Partnered with Oracle Support to resolve critical product bugs
and steer enterprise-level system upgrades

• Telecom CRM Delivery: Managed the deployment lifecycle for Siebel
eCommunications for Tele2 (Sweden), supporting 25.4 million customers across 11
countries.
• Build & Release Management: Directed daily and weekly build releases, ensuring all
deployments met strict SLA limits and functional requirements.
• Performance Engineering: Conducted deep-dive performance tuning and
troubleshooting of Siebel servers and components to optimize system responsiveness.
• Developer Enablement: Managed Siebel Remote setups, local database extractions,
and machine configurations for global development teams.

design to validation testing.
• SLA Management: Resolved high-priority production incidents and ad-hoc business
requests within strict SLA frameworks, maintaining 24/7 system reliability for the SFA
application.