Technical Support Manager – Oracle Hospitality OPERA and Simphony F&B Applications
Location: Agadir (onsite & shift applies)
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.