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

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.

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.

Self-Assessment Questions

• Do I have hands-on experience supporting hotel PMS platforms such as Oracle OPERA or similar hospitality systems?

• Am I comfortable troubleshooting hotel operational issues related to reservations, billing, check-in/check-out, or housekeeping workflows?

• Have I worked directly with customers in a technical support or service desk environment?

• Can I effectively manage multiple support issues while maintaining strong customer communication?

• Am I comfortable working in a 24x7 shift-based global support environment?

• Career Level

• IC1

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.
• 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.