Job Description
Redfaire is a fast-growing, international technology company headquartered in Limerick City. Redfaire implements, optimises and supports users of Oracle ERP. Our goal is to transform the way our clients do business by developing and implementing IT solutions that create value, drive innovation, and reduce overall costs.
We are problem solvers and trusted advisors and are committed to developing long-term, mutually beneficial partnerships with our customers. Our customers work in many industries and range from, large-scale multinationals to ambitious SMBs. What our customers have in common is the strategic use of technology to build a sustainable competitive advantage.
Description:
The Technical Resource Manager will be responsible for the development, management,
organisation, and support of the Redfaire Infrastructure and Database Administration team for Redfaire Global Support. The candidate will work closely with the other technical teams to provide a quality service to both internal and external customers. Services will include but are not limited to onboarding new customers, provision of Business-as-Usual services and the identification, planning and execution of process improvements.
This is a full-time permanent role which may be home based in the UK/Ireland or within our Shared Service Centre in Limerick. Candidates outside of the UK or Ireland and within similiar timezones may also be considered.
Responsibilities:
Reporting to the Technical Services Manager, responsibilities of this role includes, but is not limited to:
- Team & Resource Management: recruit (where applicable), lead, motivate, mentor and develop high performing technical teams supporting global JD Edwards customers across multiple time zones.
- Provide Service Delivery and Technical Service Managers with resource management assigning available consultants to accounts based on required skills and experience. Ensuring that the service being provided is to the required level.
- Manage & coordinate the team activities & ensure service level agreements are met with internal and external customers. Plan & maintain work schedules to support Database and Infrastructure time zone support.
- Data Analysis and forecasting to support capacity management and projected business requirements.
- Ensure compliance and adherence to published processes and procedures by the members of the teams to drive operational excellence. Manage issue resolution in escalated situations
- Develop and implement continual improvement programmes across a range of areas such as capacity management, quality processes, KPI achievement, commercial and cost related projects.
- Identifying and keeping engaged with industry best practices to ensure Redfaire can apply Best in Class standards.
Candidate Skillset
The ideal candidate for this position is detail-oriented with strong analytical and problem-solving skills. This role is suitable for an individual with experience of leading support professionals and should have excellent verbal & written communication skills. The candidate will also need the ability to work in a remote team environment and be required to collaborate with a broad stakeholder community including business analysts, application/infrastructure teams, project managers and the finance team to deliver on agreed
initiatives.
Specific experience and skill requirements include:
- Working knowledge of the Oracle Cloud Infrastructure,
- Working knowledge of Databases, ideally Oracle and MSSQL, hosted in cloud environment,
- Good working knowledge of operating systems (Linux, Windows), networking,
- communications functionality.
- Team Management experience & defining KPIs; proven analytical and problem-solving skills in a complex technical environment.
- Knowledge of data reporting tools and ways of working.
- Knowledge of IT Service Management and ITIL desirable but not essential.
- Experience of workforce management methodology desirable.