Redfaire is a fast-growing, international technology company headquartered in Limerick, Ireland. 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:
Reporting to the Technical Manager, the Technical Service Manager (TSM) will work closely with the Service Delivery Managers to achieve Service Level Agreement (SLA) compliance. They will work with Technical Resource Managers to build dedicated support teams for customers based on technical environment & service requirements They will also be involved with new customer onboarding, ensuring that the technical support teams are ready and that there is sufficient capacity so as not to impact general service delivery. The TSM is required to participate in a Duty Manager rota and perform an Incident Manager role on P1 incidents.
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 from European timezones may also be considered.
The successful candidate will also need the ability to work both on a customer site and as part of a remote team.
Responsibilities:
- Support SDMs in managing the support service to the contracted SLA
- When required, participate in Service Review Meetings organised by SDMs
- Participate in Duty Manager rota & perform Incident Manager role on P1 incidents
- Manage completion and publication of RCAs and ensure preventative actions are implemented
- Work with Technical Resource Managers to build dedicated support teams for customers based on technical environment & service requirements
- Work with GS & PS to plan customer on boarding
- Support consultants on technical issue resolution and act as an escalation point for technical support incidents / tasks
- Implement service improvement initiatives and help to plan, design and execute process improvements
- Keep abreast of current trends and technologies & source training where necessary
- Manage the introduction of New WoW / automation / new tools
- Work with CSMs & SDMs to identify opportunities for customers to reduce costs and increase GM
- Manage Patching/Maintenance (calendars)
- Represent client needs at the weekly CAB (Change Advisory Board)
- Presales support to manage requests for information e.g. Tools Release, Oracle software end of life .
Candidate Skillset
- Bachelor\'s degree preferred in a relevant field or equivalent experience
- Minimum 4 years’ experience in complex, business critical technical application delivery management role, ideally with JD Edwards ERP or similar technologies
- Strong oral and written communication skills in English & proven analytical and problem solving skills in a complex technical environment. The candidate will also need the ability to work with a mix of remote and office-based resources.
- Strong detail orientation with the ability to follow defined processes and proven experience of working in a result driven environment.
- Have demonstrated an ability to learn new technologies and apply them.
- Systematic approach to problem resolution and a demonstrated ability to work effectively with and assist others in a team environment
- Strong working knowledge of Microsoft products such as Word, Excel, Powerpoint, Outlook.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Service Manager in Leicester
✨Get Involved in the Cybersecurity Community
Diving into the cybersecurity community is key for landing that full-time gig. Join forums like Reddit's r/cybersecurity or attend local meetups to connect with industry veterans and other job seekers. Networking is everything in this field—don’t just be a passive lurker!
✨Show Off Your Skills with Capture the Flag Competitions
Participate in Capture the Flag (CTF) competitions; these are not just a fun way to boost your skills but also a chance to showcase your talent to potential employers. Many companies, including Redfaire, love seeing candidates who actively engage in these challenges.
✨Tailor Your Online Presence
Make sure your LinkedIn and any professional profiles reflect your cybersecurity expertise. Share your projects, whether they’re personal or from a previous role, to catch the eye of hiring managers. This is how they’ll find your passion and commitment to the field!
✨Apply Directly Through Redfaire
Don’t forget to head straight to our website and check out any openings for cybersecurity roles at Redfaire. Applying directly can sometimes give you an edge, especially if you can mention that you've been following our work or engaging in the community.
Some tips for your application 🫡
Show off your technical skills:In cybersecurity, it's crucial to highlight your technical prowess. Make sure your CV showcases specific skills like network security, penetration testing, or threat analysis. If you have relevant certifications (like CEH or CISSP), pop those on the front page to grab attention!
Tailor your portfolio for the role:Even for a full-time role, a portfolio can set you apart. If you've worked on any cybersecurity projects—be it CTF challenges, security assessments, or research papers—include these in your application. This demonstrates not just your skills, but also your hands-on experience!
Use real-world examples:When writing your cover letter, don’t just stick to your qualifications. Share real-world examples of how you’ve tackled security issues or vulnerabilities. This gives the hiring team at Redfaire insight into your practical problem-solving abilities and makes your application memorable.
Demonstrate your passion for cybersecurity:Cybersecurity is an ever-evolving field, so show us that you’re always learning! Mention any recent courses, webinars, or industry events you’ve attended. This not only exhibits your enthusiasm but also signals to Redfaire that you’re committed to staying ahead in the game.
How to prepare for a job interview at Redfaire
✨Sharpen Your Technical Skills
For a role in cybersecurity, it’s essential to be up-to-date with the latest tools and techniques. Brush up on your knowledge of firewalls, intrusion detection systems, and vulnerability assessment tools. Be ready to discuss specific scenarios where you’ve applied these skills, as hands-on experience can really set us apart in interviews.
✨Prepare for Scenario-Based Questions
Expect the interviewers at Redfaire to throw in some hypothetical situations to see how you’d handle them. Think about common security breaches or incidents and be prepared to explain how you would respond. This not only shows your problem-solving skills but also your understanding of real-world cybersecurity challenges.
✨Highlight Your Certifications
Certifications like CompTIA Security+, CISSP, or CEH can give you a significant edge in a full-time role in cybersecurity. Make sure to mention these during your interview and be prepared to discuss what you learned through those certifications and how they relate to the position at Redfaire.
✨Show Your Passion for Cybersecurity
Since you’re going for a full-time gig, showing genuine enthusiasm for the field can make all the difference. Share any personal projects, blogs, or communities you’re part of that relate to cybersecurity. This not only showcases your passion but also your commitment to staying engaged in this ever-evolving field.
