Hapi - Manager, Signature Support

Aquiva and Hapi; Town of Florida (NY); On-site; USD 120,000 - 180,000; Full time

Job summary

Hapi is seeking a senior leader to develop and operate a highly specialized PMS support and engineering team for a global client. The role reports to the Sr.

Director of Hapi Support Services and focuses on round-the-clock support, project collaboration, and proactive issue resolution in a fast-growing data streaming platform. The ideal candidate has extensive leadership experience in tech support, strong Opera PMS expertise, and deep familiarity with RESTful APIs, AWS services, and Oracle

Qualifications

• 5+ years’ experience leading a technology team, preferably with Support/Help Desk.
• 5+ years’ experience implementing and/or supporting Opera PMS Solutions.
• Experience implementing and supporting OXI and OWS interfaces.
• Professional communication skills.

Responsibilities

• Assist in hiring, onboarding, training, and managing a team of 4-7 PMS experts for 24/7 dedicated support.
• Collaborate with client’s internal teams to determine requirements and priorities.
• Ensure efficient use of tools for support (case-management, phone, knowledge-base).
• Maintain statistics for the Signature Support team and provide proactive issue resolution.
• Work at least 1 support shift per week to maintain 24/7 coverage, including loyalty program support.
• Engage with the Client to provide industry-leading support and engagement.
• Advocate for clients with leadership and provide coaching to engineers.

Skills

Leadership

Professional communication

Tools

Opera PMS

Oracle database

RESTful APIs

Postman

AWS

Salesforce Service Cloud

Job description

Hapi is a data streaming, integration, and enrichment platform with robust transactional APIs designed and developed by Data Travel, LLC. to solve the hotel industry’s data management challenges.

This role will report to the Sr. Director, Hapi Support Services and will be responsible for the development and operation of Hapi’s highly specialized team of PMS support and engineering experts. This team is dedicated to provide “white glove” industry-leading support services to one of Hapi’s global clients. This team and the services they provide is likely to increase significantly over time as the platform and its utilization scales up.

Responsibilities

• Assisting in hiring, onboarding, training, and managing a team of 4-7 PMS experts to provide round the clock dedicated PMS support in a "follow-the-sun" model.
• Closely partner with the client’s internal teams to determine their requirements and priorities, collaborate on the execution of projects and support initiatives.
• Partner with internal teams to ensure we’re efficiently leveraging our tools for Support, like case-management, telephone, and knowledge-base systems.
• Collaborate with support leadership to maintain detailed statistics for the Signature Support team.
• Define and execute strategies to proactively identify and resolve potential issues.
• Work at least 1 support shift per week or as required to maintain 24/7 coverage, inclusive of all activities required to support IHG’s Loyalty program.
• Engage routinely with the Client in effort to provide industry leading support and engagement.
• Liaise with support leadership in advocacy for the clients.
• Provide ongoing coaching to the Signature Support Engineers to ensure our continued exemplification of expedience, proactivity, patience, expertise, and care for the clients.
• The position responsibilities outlined above are in no way to be construed as all encompassing. Other duties, responsibilities, and qualifications may be required and/or assigned as necessary.

Required Qualifications

• At least 5 years’ experience leading a team of technology contributors, preferably with Support/Help Desk experience.
• At least 5 years’ experience implementing and/or supporting Opera PMS Solutions.
• Experience implementing and supporting OXI and OWS interface.
• Professional communication skills.

Knowledge, Skills, and Abilities

• Expert level front-end knowledge of the OPERA PMS, and advanced-level knowledge of OPERA backend and architecture.
• Intermediate experience with Oracle database and the ability to execute SQL statements.
• Intermediate understanding of network operations.
• Familiarity with RESTful APIs, JSON documents, and tools like Postman.
• Familiarity with AWS, including EC2, Lambdas, and CloudWatch.
• Familiarity with Salesforce Service Cloud, preferred.