• Installation ( Configuration & Training ) of Opera PMS • PMS Projects include Pre-opening & Cut-over of standalone & well as hospitality Chains (Starwood, Marriot, Hilton, Radisson, other local UAE chains) and overseas Project. • New creation & Editing of Opera stationaries with Oracle Report Builder Tool • Meeting deadlines & providing exceptional standards of Customer Service either while on a project or in handling Service Request cases raised by various properties.• Giving Online Support to the Clients and solving their queries.

Prioritize and categorize incident and update work log. - Obtain and record all relevant details, capturing minimum required information as indicated in the knowledge base. - Ensure incident are assigned correctly to respective level incase unable to resolve. - Engage corporate incident management when a major incident is identified or when client request escalations. - Responsible for providing current status, managing caller’s expectations by providing current service level - Ensure the incidents are resolved within SLA’s. - Monitoring the effectiveness of incident management and making recommendations for improvement - Driving, developing, managing and maintaining the major incident process and associated procedures -Ensuring that all IT teams follow the incident management process for every incident - Managing multiple conflicting deadlines and competing priorities. - Also responsible for enhancements in product through knowledge sharing session. - Interaction with client/end users & updating the status. - Training the end users/fellow users and preparing end user training material. - Update and interact with the developers on functionalities incorporated in the product. - Test the product for the bugs and fixes. - Identify trends on high call volumes that indicate Major Incident is in Progress. - Engage clients in professionally and friendly manner. - Follow the personal touch process. - Provide the best business solution for the incident. - Provide work around in case of any road block. - Ensure incident has all the necessary information prior to closure. - Maintain and update the knowledge base.- Schedule routine call with client for the proactive discussion. - Engage and work with teams to ensure the resolution to problem. - Train the new joiner and provide best on-boarding experience -Coordinate with the other team in improving the product and functionalities. - Assist the QA team in testing the Product Release using the knowledge base.