Job Description

BPO Team Lead
The position requires a positive and customer friendly attitude. The successful candidate will demonstrate enthusiasm and a keen interest to learn and keep up to date with relevant new product releases and developments. You will have an ability to use acquired troubleshooting and technical skills in identifying root cause and resolution of issues, and will provide 2nd level support for Oracle Hospitality applications, with a focus in providing solutions and troubleshooting product defects. This team works closely with our Cloud Operations, Sustaining Engineering & Development teams.

• Provide 2nd line support globally for Oracle Hospitality customers and partners

This includes (and isn't limited to):
- OPERA V5 PMS (Property Management System)
- OPERA CLOUD PMS (Property Management System)
- R&A (Report & Analytics)
- OHIP (Hospitality Integration Platform)
- OPERA OXI (Exchange Interface)
- OPERA OEDS (Electronic Distribution Suite, such as OWS, ADS, GDS, HTNG, Kiosk)

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

• 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 processes

• Actively participate in building Oracle Knowledgebase

• Committed to the delivery of outstanding service to customers

Special Skills
- OPERA V5 PMS (Property Management System)

• OPERA V5 application (all modules: EOD; Front Desk; Reports; Commissions; Profiles; Financial Imbalances; Inventory, Rates and Packages configuration, etc.)
• Know how to generate and analyze a trace
• SQL knowledge
• SFTP configuration
• Export and BOF troubleshooting
• Advanced logical troubleshooting skills in reproducing issues and researching errors

- OPERA CLOUD PMS (Property Management System)

• OPERA Cloud application (all modules: EOD; Front Desk; Reports; Commissions; Profiles; Financial Imbalances; Inventory, Rates and Packages configuration, etc.)
• Generate, collect and analyze in-memory logs
• SQL knowledge
• Understanding of user accesses using SSD and OCIM
• Advanced logical troubleshooting skills in reproducing issues and researching errors

- R&A (Report & Analytics)

• OPERA Cloud application (all modules: EOD; Front Desk; Reports; Commissions; Profiles; Financial Imbalances; Inventory, Rates and Packages configuration, etc.)
• Generate, collect and analyze in-memory logs
• SQL knowledge
• Advanced logical troubleshooting skills in reproducing issues and researching errors

- OHIP (Hospitality Integration Platform)

• OPERA Cloud application (all modules: EOD; Front Desk; Reports; Commissions; Profiles; Financial Imbalances; Inventory, Rates and Packages configuration, etc.)
• Understanding as to how APIs work
• Knowledge of Postman and how to use it to test API calls
• Advanced logical troubleshooting skills in reproducing issues and researching errors

- OPERA OXI (Exchange Interface)

• OPERA V5 and Cloud application (all modules: EOD; Front Desk; Reports; Commissions; Profiles; Financial Imbalances; Inventory, Rates and Packages configuration, etc.)
• Knowledge of OXI configuration and OXI processors
• Understand how to read XML files
• SQL knowledge
• Knowledge of OXI logs and troubleshooting error messages
• Knowledge of SOAP-Ui and how to use it to test XML messages

- OPERA OEDS (Electronic Distribution Suite, such as OWS, ADS, GDS, HTNG, Kiosk)

• OPERA Cloud application (all modules: EOD; Front Desk; Reports; Commissions; Profiles; Financial Imbalances; Inventory, Rates and Packages configuration, etc.)
• Knowledge of OEDS configuration, Business Event queues and configuration, and OEDS services
• SQL knowledge
• Understand how to read XML files
• Knowledge of OEDS logs and troubleshooting error messages
• Knowledge of SOAP-Ui and how to use it to test XML messages

• Proven communication and presentation skills through previous interaction with customers and peers

• Strong experience and methodology in troubleshooting and issue resolution

• Strong experience in tracking customer issues through to resolution and providing regular status updates 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

• Knowledge of the hospitality and IT industry is essential