Opera PMS 24/7 Support Lead

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 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