Opéra Cloud PMS L2 Expert (F/M/X)
Core
L2 support expert ensuring operational excellence, performance, and continuous improvement for the PMS domain in the hospitality industry.
Role type
Senior L2 Functional Support Expert (PMS)
Builds
Support processes, client-centric knowledge base, and self-service tools for hotels and support teams.
Domain
Hospitality / IT Support / Product Operations
Deliverable
dashboards & analysis
Required skills
Incident/problem management, data analysis, process improvement, knowledge management, change management, root cause analysis, KPI tracking, stakeholder coordination
Preferred skills
French language, mentoring, training delivery, strategic planning
Technologies
PMS systems, Worklib, knowledge management platforms
Responsibilities
Act as primary escalation point for complex cases; mentor L1/L2 support agents; optimize support processes and reduce resolution times; maintain and enhance customer-oriented knowledge base; lead change management and training for new tools; coordinate with L3/IT teams for technical investigations; monitor daily activity and tool performance.
Seniority
Senior, hands-on IC with mentorship responsibilities