Job Description

Job Category: Support
:
As a member of the Support organization, your focus is to deliver post-sales support and solutions to the Oracle customer base while serving as an advocate for customer needs. As a Client Relations Manager, you will be responsible for delivery of departmental results through successful direction and management of team or staff. While in this role, you will ensure high levels of customer satisfaction by establishing and measuring group performance against quality and productivity guidelines.
A Support Manager is specifically responsible for managing 1st level support of Oracle Hospitality product suite customers. Support Manager is the first level point of contact for Client escalations and is the first line of management for Support Analysts.
This is a 24/7 Shift role. The successful candidate will be required to work night shifts, weekends & Holidays.
Duties & RESPONSIBILITIES:

• Responsible for the management of your team (task assignment, training & development & performance management)
• Responsible for managing 1st level support of your product suite to the customer.
• Manage the support team to ensure service level requirements are exceeded.
• Responsible for ensuring all the all incoming support calls are entered, managed and tracked in MOS (My Oracle Support).
• Work with the customers to ensure that contractual service expectations are exceeded.
• Ensure familiarity with new releases as they become available.
• Train the concepts and procedures of MICROS and Hotel Systems support to the support team in your region.
• Be familiar with and adhere to the latest training and installation standards and procedures.
• Special projects as required.

Credentials and Experience:
Essential:

• Minimum two years' experience installing/configuring/supporting MICROS or Hotel Systems software products in the Asia Pacific region.
• Minimum two years management experience working with a Food & Beverage procedures or PMS (including rooms, front office and financial procedures).
• or
• Degree in a Technical, Hospitality or Business field
• Previous management experience.
• Knowledge of manual MICROS or Front Office management procedures
• Experience in Microsoft suite of products in particular, Outlook, Excel, Word, Project and PowerPoint.

Desirable:

• Previous experience with alternative automated Food & Beverage or Property Management Systems.
• Previous experience working with an automated support management and tracking tool in a support center environment.
• Previous experience in supporting Hospitality Software Products.
• Knowledge of MICROS or Fidelio products an advantage.
• Familiarity with NT Operating System, Windows 2000, SCO Unix, Oracle and PC Anywhere.
• Basic working knowledge of Networks, PC's and troubleshooting installation issues.

Abilities:

• Ability & Credibility to work effectively with both our internal & external customers at all levels of the organization.
• Proven ability to work unsupervised or as a team member of both the local office team and wider company teams.
• Creative thinking abilities so experiences and knowledge may be used to create new ideas and think 'outside the square'.
• A self-starter with initiative, drive and strong desire to succeed.
• Ability to work in a logical methodical manner.
• Ability to work under stress.
• Flexibility with people and time.
• Determination to get the job done on time.

Responsibilities:
Your role will have an important part in the development and execution of the Client Relations yearly business plan. In addition, you will be responsible for establishing, implementing, and communicating departmental objectives and service levels. As a manager, you will be responsible for preparing and presenting employee performance appraisals on a regular basis. You will always be prepared to act as a company spokesperson to outside customers regarding their needs and inquiries.
A Support Manager is specifically responsible for managing 1st level support of Oracle Hospitality product suite customers. Support Manager is the first level point of contact for Client escalations and is the first line of management for Support Analysts.
This is a 24/7 Shift role. The successful candidate will be required to work night shifts, weekends & Holidays.
Duties & RESPONSIBILITIES:

• Responsible for the management of your team (task assignment, training & development & performance management)
• Responsible for managing 1st level support of your product suite to the customer.
• Manage the support team to ensure service level requirements are exceeded.
• Responsible for ensuring all the all incoming support calls are entered, managed and tracked in MOS (My Oracle Support).
• Work with the customers to ensure that contractual service expectations are exceeded.
• Ensure familiarity with new releases as they become available.
• Train the concepts and procedures of MICROS and Hotel Systems support to the support team in your region.
• Be familiar with and adhere to the latest training and installation standards and procedures.
• Special projects as required.

Credentials and Experience:
Essential:

• Minimum two years' experience installing/configuring/supporting MICROS or Hotel Systems software products in the Asia Pacific region.
• Minimum two years management experience working with a Food & Beverage procedures or PMS (including rooms, front office and financial procedures).
• or
• Degree in a Technical, Hospitality or Business field
• Previous management experience.
• Knowledge of manual MICROS or Front Office management procedures
• Experience in Microsoft suite of products in particular, Outlook, Excel, Word, Project and PowerPoint.

Desirable:

• Previous experience with alternative automated Food & Beverage or Property Management Systems.
• Previous experience working with an automated support management and tracking tool in a support center environment.
• Previous experience in supporting Hospitality Software Products.
• Knowledge of MICROS or Fidelio products an advantage.
• Familiarity with NT Operating System, Windows 2000, SCO Unix, Oracle and PC Anywhere.
• Basic working knowledge of Networks, PC's and troubleshooting installation issues.

Abilities:

• Ability & Credibility to work effectively with both our internal & external customers at all levels of the organization.
• Proven ability to work unsupervised or as a team member of both the local office team and wider company teams.
• Creative thinking abilities so experiences and knowledge may be used to create new ideas and think 'outside the square'.
• A self-starter with initiative, drive and strong desire to succeed.
• Ability to work in a logical methodical manner.
• Ability to work under stress.
• Flexibility with people and time.
• Determination to get the job done on time.

Qualifications:
Career Level - M2
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