Opera Cloud PMS L2 Expert - Remote, Mentoring & Ops

Accor; Issy-les-Moulineaux; Hybrid; EUR 65,000 - 90,000; Full time

Benefits offered by this job

Health insurance

Meal vouchers

Remote work option

Work from home flexibility

Heartist program

Job summary

Accor is seeking an Opéra Cloud PMS L2 expert to ensure operational excellence across the PMS domain. You will analyze complex cases, mentor L1 support, optimize processes, and build a client-centric knowledge base while preparing for future support needs.

You will lead knowledge-sharing sessions, drive improvements, and coordinate with cross-functional teams around the world to enhance service delivery and customer satisfaction.

Qualifications

• 5+ years in Functional Support, specifically within Hospitality, IT or product teams.
• Experience in incident/problem management, data analysis, and process improvement.
• Familiarity with knowledge management and project support.
• Fluent in English (read, written, spoken)
• French is a plus
• Dynamic, proactive and autonomous
• Positive & performance driven mindset
• Analytical thinker

Responsibilities

• End to end understanding of the technical domain and ensure the support path is clear.
• Provide regular progress reports to management on areas of improvement.
• Anticipate operational impact, objectives, and integration roadmap.
• Coordinate implementation of support processes and tools across stakeholders; design and deliver training on new tools and updates.
• Ensure smooth transitions, including Hypercare support phases.
• Lead change management activities and ensure team readiness.
• Act as primary escalation point and mentor for L1 & L2 support, guiding through complex issues.
• Monitor daily activity and tool performance to detect unusual trends.
• Track KPIs and recommend enhancements to improve resolution times and reduce escalations.
• Drive corrective actions using deep domain knowledge and tool expertise.
• Lead complex case resolution with focus on root causes and preventative measures.
• Coordinate with L3/IT teams for investigations, backlog management, and bug tracking.

Job description

Accor is seeking an Opéra Cloud PMS L2 expert to ensure operational excellence across the PMS domain. You will analyze complex cases, mentor L1 support, optimize processes, and build a client-centric knowledge base while preparing for future support needs.

You will lead knowledge-sharing sessions, drive improvements, and coordinate with cross-functional teams around the world to enhance service delivery and customer satisfaction.