Customer Care Senior Analyst

NTT DATA BUSINESS SOLUTIONS; Bengaluru; On-site; INR 600,000 - 900,000; Full time

Job summary

NTT DATA BUSINESS SOLUTIONS in Bengaluru is seeking a motivated engineer to provide 2nd line support for Oracle Hospitality applications, with emphasis on troubleshooting and resolving issues across Oracle's OPERA V5 PMS, OPERA CLOUD PMS, RA, OHIP, OPERA OXI, and OEDS modules.

You will work with cross-functional teams to deliver high-quality customer service, stay updated with releases, report root causes, and contribute to the global L2 support standards and knowledgebase.

Responsibilities

• Provide 2nd line support globally for Oracle Hospitality customers and partners
• Support OPERA V5 PMS, OPERA CLOUD PMS, RA, OHIP, OPERA OXI, and OPERA OEDS modules
• Collaborate with 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
• Contribute to building Oracle Knowledgebase
• Deliver outstanding service to customers

Job description

Job Summary

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.

Responsibilities

• 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); RA (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