Apply for the job

Level 2 support- Central Reservation Systems- Oracle (Opera & Opera Cloud)

null, null, GB

Company: Oracle

Category: Computer and Mathematical Occupations

Published on 2022-04-29 23:51

This role can be done remotely, from the ofice or hybrid

UK wide

Key Tasks / Responsibilities

Provide 2nd line support globally for Central Systems and OXI issues (on OPERA and OPERA CLOUD) for Oracle Hospitality customers (Hotels & Resorts) and Partners

This includes (and isn't limited to):




- Hotel Mobile

- eCommerce

- Channel Manager

  • Work very closely with other teams (L1, AMS, SE/Dev, CCSM) to deliver quality customer service

• Act as SME to provide technical guidance on the Application to:

- 1st line support engineers

- Customers' Headquarters

- Customer Success Managers

- Partners

- Product Managers

- Other internal resources where required

  • On-call service on a rotational basis to manage any critical incidents outside office hours
  • Keep up to date with new releases and new functionality
  • Identify and report back root cause and resolution of major incidents to avoid recurring issues
  • Adhere to Global L2 Support standards and ensure 1st line supports follow the published guidelines
  • Participate to enhancing Product Supportability
  • Prepare incident reports when required
  • Liaise with Sustaining Engineering, Development and Product teams
  • Actively participate in building Oracle Knowledgebase
  • Report back to line manager in setting strategic departmental goals based on company objectives.
  • Participate in cross-division training programs to strengthen OPERA knowledge within the Global L1 application support teams as well as to extend the application knowledge within the Global L2 team
  • Work with global product L2 and SE teams on customer escalations to get issues analyzed, sustainable solutions developed and implemented
  • Committed to the delivery of outstanding service to customers

Special Skills

• Good knowledge of XML and SQL

  • Good understanding of networks
  • Proven communication and presentation skills through previous interaction with customers and peers
  • Strong experience in issue resolution, issue prioritization, customer management and technical account management
  • Strong experience in tracking customer issues through to resolution and providing regular status reports to customers and internal teams
  • Excellent Diagnostic and Reporting Skills when reproducing and precisely documenting issues and defects
  • Excellent general IT skills and strong knowledge of current technologies
  • Experience with Linux, Microsoft desktop and server operating systems is an advantage
  • Knowledge of the hospitality and IT industry is essential
  • Past experience offering solutions and process improvement

Job Requirements

· BS degree (or technical equivalent) is required

· Must have 5 or more years of technical or professional experience

· Good knowledge of OPERA hotel application

· Fluency in English

Beneficial Skills

• Oracle Database Administrator certification

• CCNA certification

• Familiarity / technical experience with online distribution, GDS, etc.

• Global Collaboration experience