Job description

Technical Support Manager – Oracle Hospitality 

Location: Agadir, onsite 

Join Oracle in Agadir Bay

Oracle Hospitality is creating a new Customer Support Hub in Agadir Bay, Morocco – and we are looking for talented professionals to be part of this exciting journey. This is your opportunity to:

• Shape the future of a world-class support center from the very beginning, delivering 24x7 expertise across the Oracle Hospitality product suite.
• Work with global teams supporting leading hotels and F&B businesses across EMEA. 
• Develop deep expertise in Oracle Hospitality solutions, including OPERA and MICROS, with continuous training and certification opportunities.
• Grow your career within Oracle – one of the world’s most respected technology companies.
• Enjoy life in Agadir Bay, a vibrant coastal location with strong hospitality roots and a dynamic lifestyle.

Job Description

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.

Only Oracle brings together the data, infrastructure, applications, and expertise to power everything from industry innovations to life-saving care. And with AI embedded across our products and services, we help customers turn that promise into a better future for all. Discover your potential at a company leading the way in AI and cloud solutions that impact billions of lives.

True innovation starts when everyone is empowered to contribute. That’s why we’re committed to growing a workforce that promotes opportunities for all with competitive benefits that support our people with flexible medical, life insurance, and retirement options. We also encourage employees to give back to their communities through our volunteer programs.

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Oracle is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans’ status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.