Hgbu Ogts Technical Analyst

HGBU OGTS Technical Analyst-2200026C **Applicants are required to read, write, and speak the following languages**: English **Preferred Qualifications** **The Level 2 support specialist will provide second line support to our customers, Level 1 Support teams, and partners worldwide.**: **Scope**: 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. Our OPERA L2 Support engineers 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 MOS chat (My Oracle Support). **Preferred Qualifications**: **Key Tasks / Responsibilities** - Provide 2nd line support globally for OPERA and OPERA CLOUD related issues for Oracle Hospitality customers and partners (Hotels & Resorts) This includes (and isn't limited to): - OPERA PMS (Property Management Systems) - OPERA CLOUD - OPERA S&C (Sales & Catering) - OPERA OVOS (Vacation Ownership System) - OPERA R&A (Report & Analytics) - Work very closely with other teams (L1, AMS, SE/Dev, CCSM) to deliver quality customer service - Act as SME to provide technical guidance on the Application to: - 1st line support engineers - Customers' Headquarters - Customer Success Managers - Partners - Product Managers - Other internal resources where required - 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 - 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 **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 - Fluency in English **Beneficial Skills**: - Oracle Database Administrator certification - CCNA certification - Global Collaboration experience **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. **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, di