Oracle OPERA (PMS) Support

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.

This role sits within the Oracle Hospitality Support team focused on providing first-level technical and functional support for the Oracle Hospitality OPERA product suite and associated hotel interfaces.

Job Summary

The Technical Support Analyst provides first-level technical and customer support for Oracle Hospitality solutions, including OPERA PMS, OXI, OWS, S&C, Reporting & Analytics, and related hotel interfaces. The role supports hotel customers globally through voice, email, and remote troubleshooting while ensuring timely issue resolution, excellent customer experience, and accurate case documentation.

This position is ideal for candidates with hospitality systems support experience who enjoy solving technical issues, working in a fast-paced global environment, and partnering closely with hotel operations teams.

Key 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.