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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 committed to developing long-term, mutually beneficial partnerships with our customers. Our customers operate in various industries, from large multinationals to ambitious SMBs, united by their strategic use of technology to build sustainable competitive advantages.
Description:
Reporting to the Technical Manager, the Technical Service Manager (TSM) will work closely with Service Delivery Managers to ensure SLA compliance. They will collaborate with Technical Resource Managers to build dedicated support teams based on technical environment and service requirements. The TSM will also oversee new customer onboarding, ensuring support teams are prepared and capacity is sufficient to maintain service quality. Additionally, the TSM will participate in a Duty Manager rota and serve as Incident Manager 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 successful candidate should be able to work both on-site with customers and remotely as part of a team.
Responsibilities:
* Support SDMs in managing support services to meet SLA commitments
* Participate in Service Review Meetings organized by SDMs when required
* Perform Duty Manager duties and act as Incident Manager for P1 incidents
* Manage RCAs and ensure implementation of preventative actions
* Collaborate with Technical Resource Managers to build support teams tailored to customer needs
* Assist in planning customer onboarding with GS & PS teams
* Support consultants in resolving technical issues and serve as escalation point
* Implement and support service improvement initiatives and process optimizations
* Stay updated on current trends and technologies; source necessary training
* Manage the introduction of new workflows, automation, and tools
* Work with CSMs & SDMs to identify opportunities for cost reduction and revenue growth
* Oversee patching and maintenance schedules
* Represent client needs at weekly CAB meetings
* Support presales activities, including information requests and end-of-life planning for Oracle software
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 applications, ideally with JD Edwards ERP or similar technologies
* Excellent communication skills in English, with strong analytical and problem-solving abilities in complex environments
* Ability to work with remote and on-site teams effectively
* Attention to detail and experience working in result-driven environments
* Ability to learn new technologies quickly and apply them
* Systematic approach to problem resolution and teamwork skills
* Proficiency in Microsoft Office products such as Word, Excel, PowerPoint, and Outlook
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