Technical Support Manager – Hospitality OPERA and Simphony F&B Applications

il y a 4 jours

Agadir, Souss-Massa, Maroc Oracle Temps plein 120 000  - 240 000  par an

Technical Support Manager – Oracle Hospitality OPERA and Simphony F&B Applications

Location: Agadir 

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.

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