Customer Care Senior Analyst

NTT DATA, Inc.; Bengaluru; On-site; INR 500,000 - 800,000; Full time

Job summary

NTT DATA, Inc. is looking for a dedicated support professional in Bengaluru, Karnataka, to provide outstanding second-level support for Oracle Hospitality applications. This role involves troubleshooting and resolving issues while ensuring customer satisfaction.

The ideal candidate will have a positive attitude, a strong willingness to learn about new product releases, and excellent technical troubleshooting skills. You will collaborate closely with various teams to ensure high-quality service delivery.

Qualifications

• Positive and customer-friendly attitude required.
• Demonstrate enthusiasm and willingness to learn new products.
• Ability to apply troubleshooting skills in resolving issues.

Responsibilities

• Provide second-line support globally for Oracle Hospitality customers.
• Work closely with teams to deliver quality customer service.
• Keep updated with new releases and functionalities.
• Identify and report root causes of major incidents.

Skills

Customer-friendly attitude

Troubleshooting skills

Interest in learning

Tools

OPERA V5 PMS

OPERA CLOUD PMS

Report & Analytics

Hospitality Integration Platform

Exchange Interface

Electronic Distribution Suite

Job description

Responsibilities

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 apply acquired troubleshooting and technical skills in identifying root cause and resolving issues, and will provide second‑level support for Oracle Hospitality applications, focusing on solutions and troubleshooting product defects. This team works closely with our Cloud Operations, Sustaining Engineering & Development teams.

• Provide second‑line support globally for Oracle Hospitality customers and partners
• 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
• Commit to the delivery of outstanding service to customers

Systems

• 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)