Manager, Support Engineering (Hospitality and Restaurants)
Oracle · Philippines · 1mo ago
Manages a team on resolving incoming service requests and manages the operation of customer service delivery, serving as point of escalation for difficult customer inquiries. Monitors the Incident Management process within a team to address gaps in incident resolution. Reviews and ensures resolution of escalated service issues and proactively identifies recurring and potential issues. Manages cross-functional collaboration with other technical leadership teams to resolve complex issues and ensure timely and complete resolution. Manages team efforts in producing documentation and promotes the expansion of the Knowledge Base to enhance customer support and user experience. Coordinates the escalation of identified issues in products or infrastructure to QA and Development Teams for resolution. Drives collaboration with cross-functional teams on business problems and coordinates support service improvement projects and proactive support initiatives. Partners with next-level management on product, process, and customer experience improvement initiatives. Monitors and evaluates key metrics to ensure team meets desired goals and implements moderately complex operational and procedural improvements within a team. Collaborates with internal teams to drive the optimization and automation of customer feedback and KPI analysis within a team.
Manager, Support Engineering
Lead a team of technical support professionals to deliver exceptional customer service, resolve complex technical issues, and drive operational excellence. In this role, you will partner with cross-functional teams to improve support processes, enhance the customer experience, and foster a high-performing support organization.
Key Responsibilities
Lead Technical Support Operations
- Manage and coach a team of technical support engineers, providing guidance, performance feedback, and career development.
- Oversee daily support operations, ensuring timely resolution of customer issues while meeting service level objectives (SLAs) and key performance metrics.
- Act as the primary escalation point for complex customer issues, coordinating with internal stakeholders to drive resolution and maintain customer satisfaction.
- Monitor incident trends and team performance, identifying opportunities to improve support quality, efficiency, and customer experience.
Drive Operational Excellence & Continuous Improvement
- Partner with Engineering, Product Management, QA, and other cross-functional teams to resolve recurring product issues and improve overall service delivery.
- Lead initiatives to optimize support processes, automate workflows, and improve operational performance through data-driven decisions.
- Champion knowledge management by ensuring the creation and maintenance of high-quality technical documentation and knowledge base articles.
- Contribute to strategic planning, resource management, and customer experience initiatives that enhance team effectiveness and business outcomes.
Qualifications
- Bachelor’s Degree in Computer Science, Information Technology, Engineering or equivalent
- Proven experience of at least 5 – 7 years leading a technical support, customer support, or service delivery team in a technology environment.
- Strong technical troubleshooting, incident management, and customer service skills with the ability to manage complex escalations.
- Experience collaborating with cross-functional teams, including Engineering, Product Management, and QA.
- Demonstrated ability to analyze performance metrics, improve operational processes, and lead high-performing teams.
- Excellent communication, coaching, stakeholder management, and problem-solving skills.
- Desirable experience:
- Prior experience in managing or working with an Oracle (MICROS) Hospitality or Retail product
- Prior help desk or relevant experience
- A+, OCA, OCP, MCP, MCSE or other similar certifications
- Telephone soft skills training
- Oracle DB qualifications / SQL skills a distinct advantage
- Must be amenable to working rotating shifts, with the core schedule aligned to the Manila night shift, including weekends and holidays as required
- Hybrid work setup: three days on-site per week during training, transitioning to one day on-site per week thereafter
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Career Level - M2