Opéra Cloud PMS L2 Expert (F/M/X)
Core
Ensure operational excellence, performance, and continuous improvement across the Property Management System (PMS) domain by resolving complex cases and optimizing support processes.
Role type
Senior L2 Functional Support Expert (Hospitality PMS)
Builds
Client-centric knowledge base, optimized support processes, and effective training programs for support teams.
Domain
Hospitality / IT Support / PMS
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
Incident/problem management, data analysis, process improvement, knowledge management, change management, root cause analysis, KPI tracking, stakeholder coordination
Preferred skills
French language proficiency, experience in hospitality or product teams
Technologies
PMS tools, support platforms, knowledge management systems
Responsibilities
Act as primary escalation point for complex issues; mentor L1/L2 support agents; monitor daily activity and tool performance; design and deliver training on new tools and processes; enhance and maintain customer-oriented knowledge base; coordinate with L3/IT teams for technical investigations.
Seniority
Senior, hands-on IC