Description
HotelKey, Inc. is seeking a Level 2 Support Engineer to join our growing services team supporting operations of HotelKey Frontdesk PMS and a suite of ancillary applications, which are part of our new cloud based Property Management System. HotelKey Level 2 Support Engineer will help in Monitoring and Maintaining the health of the HotelKey Production, QA, Staging and Development environments and ensure 100% availability. Level 1 Support will troubleshoot issues raised by Level 1 related to operations and also work on tickets raised by them for specific needs.
Level 2 support will also work on quality improvement projects for achieving continual improvements in service levels.
Responsibilities :
- Monitor and maintain health of all the environments of HotelKey PMS
- Monitor alerts, accordingly acting on resolving them
- Determine the issues as P1/P2/Proactive and engage Tier III teams to resolve the issue
- Supporting code changes and release Management
- Monitoring Batch process and Load Monitoring
- Raising change requests and getting approvals from related client business and IT teams
- Resolve all tickets raised by Tier I Support
- Ensure 100% Availability of service
- Outage Handling and Troubleshooting Critical Network Related issues
- Troubleshoot functional issues of Tier I on the HotelKey PMS
- Meet all SLA requirements and help maintain Key Performance Matrix
- Compile, review and monitor daily / weekly performance of the Project
- Ensure that project deliverables are met and project time is maintained
- Identify improvement areas and implement measures to maximize customer satisfaction levels.
- Assess customer feedback, and evaluate areas of improvements based on critical feedback
- Participate in internal and external (Client retained external audit agency) audits and reviews for the project.
- Work with client IT teams and support knowledge sharing across teams.
Requirement :
- Experience in Tier II Support activities
- SQL server database and query language knowledge required
- AWS Cloud and Network related knowledge required
- Excellent people management skills and communication skills required
- Good Analytical and presentation skills
- Knowledge of Microsoft Word and Excel
- Experience in Hospitality Industry property management is a plus.
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