Oracle

Customer Service Analyst 2-Support

Posted On

March 16, 2025

Location

Hyderabad, Telangana

Experience Level

Professional

Job Type

Permanent

Apply By

Sept. 12, 2025

Job Description

Scope

Oracle Hospitality provides applications for Hospitality customers worldwide, such as Hotels, restaurants, Casinos, Cruise, etc.

This role will give you the opportunity to work with the largest Hotel chains in the world, providing a differentiated and first-class support for their applications. This is also an opportunity to learn and upskill further on the full range of Oracle Hospitality offerings whilst using your current skills and experience.

As part of the Oracle Hospitality Support organization, you will have access to internal trainings, varied career development options, Oracle schemes and a flexible range of benefits, Sports & Social, and more.

We are located globally to enable us to provide "follow the sun" support to our customers. We provide support through a variety of channels, including Web tickets, phone and Oracle Customer Support Portal, etc.

Preferred Qualifications

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.

Key Tasks / Responsibilities

Provide 2nd line support globally for OPERA PMS and related issues for Oracle Hospitality customers and partners (Hotels & Resort

Work very closely with other teams to deliver quality customer service

On-call service on a rotational basis to manage any critical incidents outside office hours
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 ensure 1st line supports follow the published guidelines
Participate to enhancing Product Supportability
Prepare incident reports when required
Liaise with Sustaining Engineering, Development and Product teams
Actively participate in building Oracle Knowledgebase
Report back to line manager in setting strategic departmental goals based on company objectives
Participate in cross-division training programs to strengthen OPERA knowledge within the Global L1 application support teams as well as to extend the application knowledge within the Global L2 team
Work with global product L2 and SE teams on customer escalations to get issues analyzed, sustainable solutions developed and implemented
Committed to the delivery of outstanding service to customers
Support other responsibilities as designated by Management

Special Skills

Good knowledge of XML and SQL
Proven communication and presentation skills through previous interaction with customers and peers
Strong experience in issue resolution, issue prioritization, customer management and technical account management
Strong experience in tracking customer issues through to resolution and providing regular status reports to customers and internal teams
Excellent Diagnostic and Reporting Skills when reproducing and precisely documenting issues and defects
Excellent general IT skills and strong knowledge of current technologies
Experience with Linux, Microsoft desktop and server operating systems is an advantage
Knowledge of the hospitality and IT industry is essential
Past experience offering solutions and process improvement

Job Requirements

BS degree (or technical equivalent) is required

Must have 3 or more years of technical or professional experience

Experience in supporting Oracle Hospitality applications i.e., OPERA PMS or previous experience in working with an automated hotel management solution
Fluency in English

Detailed Description and Job Requirements

As a member of the OGTS Support organization, your focus is to deliver post-sales support and solutions to the Oracle customer base while serving as an advocate for customer needs. This involves resolving post-sales non-technical customer inquiries via phone and electronic means, as well as, technical questions regarding the use of and troubleshooting for our Electronic Support Services. A primary point of contact for customers, you are responsible for facilitating customer relationships with Support and providing advice and assistance to internal Oracle employees on diverse customer situations and escalated issues. Resolution is primarily provided in real time with follow up for more complex matters. This position may provide you an opportunity to be "proactively responsible" for support for our top revenue and strategic customers.

Duties and tasks are standard with some variation. Completes own role largely independently within defined policies and procedures. In addition, understand the use of operating systems, hardware environments, software, networking, Oracle products and how they all interrelate in a customer environment. Bachelors degree and at least three years of Technical related experience in hand, an ideal candidate will have excellent communication skills, will have shown prior abilities to be an effective team player, and will demonstrate commitment to ensuring customer success.

About Us

Innovation starts with inclusion at Oracle. We are committed to creating a workplace where all kinds of people can be themselves and do their best work. It’s when everyone’s voice is heard and valued, that we are inspired to go beyond what’s been done before. That’s why we need people with diverse backgrounds, beliefs, and abilities to help us create the future, and are proud to be an affirmative-action equal opportunity employer.

Oracle is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans status, age, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.

Career Level - IC2

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