Senior Technical Support Analyst – Oracle Hospitality OPERA

About the role

Oracle Hospitality is building a new Customer Support Hub in Agadir Bay, Morocco. As a Senior Technical Support Analyst you will provide first‑level voice and remote assistance for the Oracle Hospitality OPERA product suite, supporting hotel customers worldwide.

Key responsibilities

• Deliver voice and remote support for hotel users across the OPERA PMS, OXI, OWS, S&C, Reporting & Analytics modules.
• Troubleshoot reservation, check‑in/out, billing and other OPERA PMS issues.
• Document solutions and maintain accurate case records in the ICCP tool.
• Collaborate with internal Oracle teams to escalate and resolve complex problems.
• Act as a customer advocate, identifying gaps and communicating them to product teams.
• Provide technical assistance via phone, email and remote tools, and assist with OPERA configuration, installation and training when required.
• Stay current with new OPERA releases and related technologies.

Required profile

• Minimum 2 years of IT or hospitality systems support experience.
• Experience with hotel PMS applications, preferably Oracle OPERA.
• Graduate degree in a technical, hospitality or business field.
• Understanding of hotel operations (front office, reservations, housekeeping).
• Strong customer service orientation with direct client interaction.
• Excellent English and German communication skills.
• Willingness to work flexible 24×7 shifts, including weekends and holidays.

Required skills

• Oracle OPERA (hotel PMS) support.
• Microsoft Office suite – Outlook, Excel, Word, Project, PowerPoint.
• Windows operating system.
• VMware virtualization.
• Oracle operating environment.
• SQL (preferred).

What we offer

• Opportunity to shape a brand‑new support hub from the ground up.
• Collaboration with global teams serving leading hotels and F&B businesses across EMEA.
• Continuous training, certification and career growth within Oracle.
• Living and working in vibrant coastal Agadir with a strong hospitality culture.