Social network you want to login/join with:
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 onboarding new customers, 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 Manager duties during P1 incidents.
This is a full-time, permanent role, possible remote in the UK/Ireland or at our Shared Service Centre in Limerick. Candidates from European time zones may also be considered.
The candidate should be able to work on-site with clients 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
Take part in Duty Manager rota and act as Incident Manager for P1 incidents
Manage RCAs, ensure they are published, and implement preventative measures
Work with Technical Resource Managers to form support teams based on technical and service needs
Assist in planning customer onboarding with GS & PS
Support technical consultants and serve as escalation point for incidents and tasks
Implement service improvements and contribute to process enhancements
Stay updated on current trends and technologies, sourcing training as needed
Manage the deployment of new workflows, automation, and tools
Collaborate with CSMs & SDMs to identify cost reduction and revenue growth opportunities
Oversee patching and maintenance schedules
Represent client needs at weekly CAB meetings
Support presales activities, including information requests related to tools and Oracle software lifecycle
Candidate Skillset
Bachelor's degree or equivalent experience in a relevant field preferred
At least 4 years of experience managing complex, business-critical technical application delivery, preferably with JD Edwards ERP or similar
Excellent communication skills in English, with proven analytical and problem-solving abilities in technical settings. Ability to work remotely and on-site.
Strong attention to detail, following defined processes, and results-driven mindset
Ability to learn new technologies quickly and apply knowledge effectively
Methodical approach to troubleshooting and team collaboration skills
Proficiency in Microsoft Office suite (Word, Excel, PowerPoint, Outlook)
#J-18808-Ljbffr