Job Description

Roles & Responsibilities

The Technical Support Manager is responsible for leading a team of analysts providing 1st level support for Oracle Hospitality and F&B product suites (including, Opera, Simphony, RES 3700, Materials Control, R&A etc.) and associated interfaces.

Duties & Responsibilities

• Lead, mentor, and develop a team of Technical Support Analysts.
• Oversee resolution of complex customer scenarios.
• Act as escalation point for high-priority issues.
• Monitor KPIs and drive operational excellence.
• Ensure consistent use of ICCP Ticketing system.
• Collaborate with Product, Development, Consulting teams.
• Align with Oracle s 24x7 support standards and strategy.
• Represent support in customer and executive briefings.
• Plan resources and schedules for 24x7 readiness.
• Provide subject-matter expertise in strategic projects.

Knowledge, Skills & Abilities Essential

• 5 7 years technical support experience, 2+ years in management.
• Strong understanding of Oracle Hospitality and F&B applications.
• Experience in IT systems administration and POS solutions.
• Graduate degree in technical, hospitality or business field.
• Experience managing customer-facing operations in 24x7 environment.
• Strong problem-solving and escalation handling.
• Knowledge of SQL and OS desirable.
• Familiarity with ITIL/service delivery best practices desirable.

Other Requirements

• Proven leadership and coaching skills.
• Desire to deliver world-class customer service.
• Excellent English and French communication; other languages an advantage.
• Effective with stakeholders at all levels.
• Shift flexibility (nights, weekends, holidays).
• Organizational skills, ability to manage competing priorities.

Abilities

• Ability to represent Oracle with customers and executives.
• Cross-cultural management skills.
• Creative thinker with continuous improvement mindset.
• Self-starter with resilience and results focus.
• Manage stress, deadlines, and team morale.

Note: Leadership role in 24x7 environment. Weekend and shift flexibility required.

Desired Candidate Profile

5 7 years technical support experience, 2+ years in management.

• Strong understanding of Oracle Hospitality and F&B applications.
• Experience in IT systems administration and POS solutions.
• Graduate degree in technical, hospitality or business field.
• Experience managing customer-facing operations in 24x7 environment.
• Strong problem-solving and escalation handling.
• Knowledge of SQL and OS desirable.
• Familiarity with ITIL/service delivery best practices desirable.
• Proven leadership and coaching skills.
• Desire to deliver world-class customer service.
• Excellent English and French communication; other languages an advantage.
• Effective with stakeholders at all levels.
• Shift flexibility (nights, weekends, holidays).
• Organizational skills, ability to manage competing priorities.
• Ability to represent Oracle with customers and executives.
• Cross-cultural management skills.
• Creative thinker with continuous improvement mindset.
• Self-starter with resilience and results focus.
• Manage stress, deadlines, and team morale.