Oracle OPERA PMS - Customer Service Analyst 1-Support - Hyderabad

About the Company/Team
Oracle Hospitality delivers technology solutions that help hotels, resorts, restaurants, and food & beverage businesses operate efficiently and enhance guest experiences globally. The Oracle Hospitality Support organization partners with customers worldwide to provide 24x7 support for mission‑critical hospitality systems including OPERA PMS and related hotel technology platforms.

Qualifications & Skills
Mandatory

Minimum 2 years of experience in IT support, hospitality systems support, or technical customer support.

Hands‑on experience supporting hotel Property Management Systems (PMS), preferably Oracle OPERA.

Understanding of hotel operations including front office, reservations, housekeeping, and billing workflows.

Bachelor’s degree in technology, hospitality management, business, or related field.

Strong troubleshooting and problem‑solving skills in customer‑facing environments.

Experience providing support through phone, email, and remote troubleshooting tools.

Excellent English verbal and written communication skills.

Ability to work flexible 24x7 rotational shifts, including weekends and holidays.

Strong organizational skills with the ability to manage multiple support cases simultaneously.

Good‑to‑Have

Experience supporting Oracle Hospitality products such as OXI, OWS, S&C, or Reporting & Analytics.

Knowledge of SQL and database troubleshooting.

Familiarity with Windows environments, Oracle databases, and VMware technologies.

Additional language capabilities supporting international customers.

Experience with hospitality software implementations or user training.

Exposure to global support environments or cross‑cultural customer interactions.

ITIL or customer support process knowledge.

Responsibilities

Provide first‑level technical and functional support for Oracle Hospitality OPERA product suite applications and hotel interfaces.

Troubleshoot issues related to reservations, check‑in/check‑out processes, billing, housekeeping, and other hotel operational workflows.

Deliver customer support via phone, email, and remote support tools for global hospitality clients.

Accurately document incidents, troubleshooting steps, and resolutions within Oracle case management systems.

Escalate complex technical issues to internal Oracle teams while maintaining ownership of customer communication and follow‑through.

Support OPERA configuration, implementation assistance, and user guidance when required.

Collaborate cross‑functionally with support, engineering, and product teams to improve issue resolution and customer satisfaction.

Stay current on OPERA product updates, releases, and hospitality technology best practices.

Equal Employment Opportunity Statement
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, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.

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