Technical Support Manager - Oracle Hospitality

Technical Support Manager – Oracle Hospitality

Location: Agadir, onsite

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.