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

• 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.

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Leads a specialized area which may have diverse functional elements. Frequently interacts with supervisors and/or functional peer group managers. May interact with senior management. Bachelors degree as well as at least 3 years Client Relations experience or appropriate related experience at Oracle. In addition, a proven track record of excellent problem solving and research skills, and excellent communication skills, while projecting a positive, professional image. Because of the nature of this position, you should have excellent communication skills, as well as the ability to provide leadership and direction to a professional team. As a Manager, you will demonstrate good judgment in the balancing of customer, employee, and company objectives. Your role will have an important part in the development and execution of the Client Relations yearly business plan. In addition, you will be responsible for establishing, implementing, and communicating departmental objectives and service levels. As a manager, you will be responsible for preparing and presenting employee performance appraisals on a regular basis. You will always be prepared to act as a company spokesperson to outside customers regarding their needs and inquiries.

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.
• Bachelors degree as well as at least 3 years Client Relations experience or appropriate related experience at Oracle.
• Proven track record of excellent problem solving and research skills, and excellent communication skills, while projecting a positive, professional image.
• Excellent communication skills, as well as the ability to provide leadership and direction to a professional team.
• Good judgment in the balancing of customer, employee, and company objectives.