Remote Opéra Cloud PMS L2 Expert | Hospitality Tech Lead

Accor; Issy-les-Moulineaux; Hybride; EUR 65 000 - 90 000; Plein temps

Avantages offerts par ce poste

Remote work several days per week

Meal vouchers €11

Health insurance

Heartist program

Volunteer day via Heartist for Good

Résumé du poste

Accor is seeking an Opéra Cloud PMS L2 expert to ensure operational excellence, performance, and continuous improvement across the PMS domain. You will mentor L1 support, optimize processes, and prepare for future support needs in collaboration with product teams.

You will lead knowledge management initiatives, design training, and drive proactive issue resolution, with remote work several days per week from France.

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
• Organized & customer-centric

Responsabilités

• End to end understanding of technical domain and ensure 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 effective training on new tools, processes, and updates
• Ensure smooth transitions, including Hypercare support phases
• Lead change management activities and ensure team readiness
• Act as a primary escalation point and mentor for HCSMs and L1 & L2 support agents
• Monitor daily activity and tool performance to detect unusual trends
• Autonomously track KPIs and recommend enhancements to improve resolution times
• Lead complex case resolution, identify root causes and preventative measures
• Coordinate with L3/IT teams for investigations, backlog management

Connaissances

Functional support experience

Incident/problem management

Data analysis

Process improvement

Knowledge management

Project support

Fluent in English

French is a plus

Description du poste

Accor is seeking an Opéra Cloud PMS L2 expert to ensure operational excellence, performance, and continuous improvement across the PMS domain. You will mentor L1 support, optimize processes, and prepare for future support needs in collaboration with product teams.

You will lead knowledge management initiatives, design training, and drive proactive issue resolution, with remote work several days per week from France.