Spinnaker Support provides global enterprise software support, managed services, and project-based consulting to many of the world’s most recognized and respected brands. Founded in 2008, our customer focus, business integrity, exacting standards, and depth of expertise have earned us the trust and loyalty of over 1,300 organizations located in 104 countries. Our dedicated international team works closely with every customer to ensure they receive exceptional, customized services that clear the way for their operational success. Today, Spinnaker Support is proud to be the industry’s highest-rated provider for third-party software support services for Oracle, SAP, Microsoft, and Salesforce.
Spinnaker Support has an immediate opening for a Technical Manager (TM) to join our team in the UK. The TM provides management over expert level support services for Spinnaker Supported Products. They will function as the Global Account Support Lead on our client support teams, providing specific expertise and managing Spinnaker Support resources. The TM will assist with skill development, mentoring, career development and acting as our senior escalation point.
Required:
- 12+ years of Oracle DBA or Apps or Middleware experience
- Team-lead or preferably people management experience required
- Although remote, the successful candidate must be based in the UK or Ireland
Essential Functions and Responsibilities
- Manage team of software support, Database experts
- Create architectural solutions for customer’s support requests
- Drive SLAs as written under customer agreements
- Drive high levels of customer satisfaction
- Manage the process for support
- Occasional after hours, weekends and holidays management support required for urgent customer issues
- Manage performance of team, track performance to meet customer contract SLAs
- Ensure team members are meeting core competencies
- Assist with and drive business improvements
- Manage customer relationships when needed
- Manage team schedules and duties
Required Competencies
- Must have excellent customer focus and communication, friendly interaction and passion to help customers with their software issues
- Product software knowledge is required to assist in troubleshooting customer issues in an environment where online and remotely connected to the customer’s systems (a 50:50 split between resolving tickets and people management)
- Must have ability to work within a close team environment. With teams in all regions
- Knack for customer service and patience to deal in situations where customer can be in a panic.
- Must have good understanding and scope of software to know how a change can impact other parts of the software.
- The ability to work with customer contacts for critical situations where their production systems can be down
- Ability to work closely with users from customer
- Must have good communication skills (written and oral) to work with customers, upper management, and team members. Ability to edit works prepared by team members.
- Ability to write performance appraisals.
