Technical Support Manager – Oracle Hospitality & F&B

About the role

We are building a new Oracle Hospitality Customer Support Hub in Agadir Bay and need a Technical Support Manager to lead the 24 × 7 team that serves hotels and food‑and‑beverage businesses across EMEA. You will shape the support centre from day one, ensuring high‑quality assistance for Oracle Hospitality and F&B applications.

Key responsibilities

• Lead, mentor and develop a team of Technical Support Analysts delivering first‑level support.
• Act as escalation point for high‑priority and complex customer issues.
• Monitor KPIs, drive operational excellence and ensure consistent use of the ICCP ticketing system.
• Collaborate with Product, Development and Consulting teams to align with Oracle’s 24 × 7 support standards.
• Represent support in customer and executive briefings and strategic projects.
• Plan resources and schedules to maintain 24 × 7 readiness.

Required profile

• 5–7 years of technical support experience, including at least 2 years in a managerial role.
• Strong knowledge of Oracle Hospitality and F&B applications (OPERA, Simphony, RES 3700, Materials Control, R&A).
• Experience in IT systems administration and POS solutions within a 24 × 7 environment.
• Graduate degree in a technical, hospitality or business field.
• Excellent English and French communication skills; additional languages a plus.
• Flexibility to work nights, weekends and holidays.

Required skills

• Oracle Hospitality OPERA
• Oracle Hospitality Simphony
• POS solutions
• SQL
• Operating systems administration
• ICCP ticketing system
• ITIL/service‑delivery best practices (desirable)

What we offer

• Opportunity to shape a world‑class support centre from its inception.
• Continuous training, certifications and career growth within Oracle.
• Dynamic coastal location with a strong hospitality culture.