Manager, Support Engineering (Hospitality and Restaurants)

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.

Qualifications

Minimum Job Qualifications
Education and/or Experience:
8 years of experience in customer support, technical support, or related field

OR

Bachelor's Degree in Business, Finance, Computer Science, Information Systems, Information Technology or related field AND 4 years of experience in customer support, technical support, or related field

OR

Master's Degree in Business Administration, Finance, Computer Science, Information Systems, Information Technology or related field AND 2 years of experience in customer support, technical support, or related field

OR

Doctorate in Business Administration, Finance, Computer Science, Information Systems, Information Technology or related field.

Job Skills:
Service Delivery Management: Demonstrated ability to coordinate and manage high-quality service delivery and ensure customer satisfaction.
Consultancy: Demonstrated ability to provide consultative recommendations for client business or technical solutions.
Customer Service: Demonstrated ability to deliver high-quality customer service, resolving complex issues with professionalism.
Oracle Product Knowledge: Demonstrated knowledge of Oracle products and the ability to educate customers on their effective use.
Conflict Resolution: Demonstrated ability to identify, address, and resolve conflicts to maintain positive team dynamics.
Cross-Functional/Team Collaboration: Demonstrated ability to collaborate across teams and regions to achieve shared business goals.
Prioritization: Demonstrated expertise in prioritizing tasks and projects to ensure efficient resource allocation.
Operating Systems: Demonstrated experience managing, upgrading, and troubleshooting diverse operating systems.
Business Acumen: Demonstrated business acumen in making strategic decisions aligned with organizational goals and industry trends.
Compliance: Demonstrated knowledge of and adherence to regulatory, legal, and organizational compliance requirements.
Negotiation: Demonstrated skill in achieving mutually beneficial agreements through effective negotiation and communication.
Stress Tolerance: Demonstrated ability to maintain effective performance in high-pressure, time-sensitive situations.
Root Cause Analysis: Demonstrated ability to conduct root cause analysis and implement corrective action plans.
Performance Metrics Analysis: Demonstrated skill in analyzing and interpreting performance metrics to recommend actionable improvements.

Preferred Job Qualifications
Education and/or Experience:
8 years of experience in customer support, technical support, or related field

OR

Bachelor's Degree in Business, Finance, Computer Science, Information Systems, Information Technology or related field AND 4 years of experience in customer support, technical support, or related field

OR

Master's Degree in Business Administration, Finance, Computer Science, Information Systems, Information Technology or related field AND 2 years of experience in customer support, technical support, or related field

OR

Doctorate in Business Administration, Finance, Computer Science, Information Systems, Information Technology or related field

Responsibilities

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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