Technical Service Manager

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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 work with Technical Resource Managers to build dedicated support teams for customers based on technical environment & service requirements They will also be involved with new customer onboarding, ensuring that the technical support teams are ready and that there is sufficient capacity so as not to impact general service delivery. The TSM is required to participate in a Duty Manager rota and perform an Incident Manager role on P1 incidents.

This is a full-time permanent role which may be home based in the UK / Ireland or within our Shared Service Centre in Limerick. Candidates from European timezones may also be considered.

The successful candidate will also need the ability to work both on a customer site and as part of a remote team.

Responsibilities :

• Support SDMs in managing the support service to the contracted SLA
• When required, participate in Service Review Meetings organised by SDMs
• Participate in Duty Manager rota & perform Incident Manager role on P1 incidents
• Manage completion and publication of RCAs and ensure preventative actions are implemented
• Work with Technical Resource Managers to build dedicated support teams for customers based on technical environment & service requirements
• Work with GS & PS to plan customer on boarding
• Support consultants on technical issue resolution and act as an escalation point for technical support incidents / tasks
• Implement service improvement initiatives and help to plan, design and execute process improvements
• Keep abreast of current trends and technologies & source training where necessary
• Manage the introduction of New WoW / automation / new tools
• Work with CSMs & SDMs to identify opportunities for customers to reduce costs and increase GM
• Manage Patching / Maintenance (calendars)
• Represent client needs at the weekly CAB (Change Advisory Board)
• Presales support to manage requests for information e.g. Tools Release, Oracle software end of life.

Candidate Skillset

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