Technical Support Services Director
2 days ago
Redfaire is a fast-growing, international technology company that 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.
Job Description
The Technical Support Services Director will work closely with the Service Delivery Managers to achieve Service Level Agreement (SLA) compliance. This role involves working with Technical Resource Managers to build dedicated support teams for customers based on technical environment and service requirements. The successful candidate will also participate in a Duty Manager rota and perform an Incident Manager role on P1 incidents.
About You
We are looking for a highly skilled individual with a Bachelor's degree in a relevant field or equivalent experience. A minimum of 4 years' experience in complex, business-critical technical application delivery management roles, ideally with JD Edwards ERP or similar technologies, is required. Strong oral and written communication skills in English are essential, as well as proven analytical and problem-solving skills in a complex technical environment. The ability to work with a mix of remote and office-based resources is also necessary.
Key Responsibilities
*Support SDMs in managing the support service to the contracted SLA
*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
Estimated Salary: £60,000 - £80,000 per annum
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