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Redfaire is a fast-growing, international technology company headquartered in Limerick, Ireland. Redfaire implements, optimises and supports users of Oracle ERP. Our goal is to transform the way our clients do business by developing and implementing IT solutions that create value, drive innovation, and reduce overall costs. We are problem solvers and trusted advisors and are committed to developing long-term, mutually beneficial partnerships with our customers. Our customers work in many industries and range from large-scale multinationals to ambitious SMBs. What our customers have in common is the strategic use of technology to build a sustainable competitive advantage.
Description:
Reporting to the Technical Manager, the Technical Service Manager (TSM) will work closely with the Service Delivery Managers to achieve Service Level Agreement (SLA) compliance. They will collaborate with Technical Resource Managers to build dedicated support teams for customers based on technical environment and service requirements. The TSM will also be involved in new customer onboarding, ensuring support teams are prepared and capacity is sufficient to maintain service quality. The role requires participation in a Duty Manager rota and performing incident management for P1 incidents.
This is a full-time, permanent role that can be home-based in the UK/Ireland or within our Shared Service Centre in Limerick. Candidates from European time zones may also be considered.
The candidate should be able to work both on customer sites and remotely as part of a team.
Responsibilities:
* Support SDMs in managing support services to meet SLAs
* Participate in Service Review Meetings organized by SDMs when required
* Participate in Duty Manager rota and perform Incident Manager role during P1 incidents
* Manage the completion and publication of RCAs and ensure preventive actions are implemented
* Collaborate with Technical Resource Managers to build dedicated support teams based on technical and service needs
* Assist in planning customer onboarding with GS & PS
* Support technical consultants in issue resolution and act as an escalation point for incidents and tasks
* Implement service improvement initiatives and assist in planning, designing, and executing process improvements
* Stay updated on current trends and technologies; source training as needed
* Manage the introduction of new ways of working, automation, and tools
* Work with CSMs & SDMs to identify opportunities for cost reduction and increased gross margin
* Manage patching and maintenance schedules
* Represent client needs at weekly Change Advisory Board (CAB) meetings
* Support presales activities by managing requests for information such as tool releases and Oracle software end-of-life notices
Candidate Skillset:
* Bachelor's degree preferred in a relevant field or equivalent experience
* At least 4 years of experience in managing complex, business-critical technical application delivery, preferably with JD Edwards ERP or similar technologies
* Strong communication skills in English, both oral and written, with proven analytical and problem-solving abilities in complex technical environments. Ability to work with remote and on-site teams is essential.
* Attention to detail with the ability to follow defined processes and work in a results-driven environment
* Ability to learn new technologies quickly and apply them effectively
* Systematic approach to problem resolution and ability to work collaboratively in a team
* Proficiency in Microsoft Office products such as Word, Excel, PowerPoint, and Outlook
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