Hapi Manager, Signature Support

Hapi is a data streaming integration and enrichment platform with robust transactional APIs designed and developed by Data Travel LLC. to solve the hotel industrys data management challenges.

This role will report to the Sr. Director Hapi Support Services and will be responsible for the development and operation of Hapis highly specialized team of PMS support and engineering experts. This team is dedicated to provide white glove industry-leading support services to one of Hapis global clients. This team and the services they provide is likely to increase significantly over time as the platform and its utilization scales up.

Responsibilities

• Assisting in hiring onboarding training and managing a team of 4-7 PMS experts to provide round the clock dedicated PMS support in a follow-the-sun model.
• Closely partner with the clients internal teams to determine their requirements and priorities collaborate on the execution of projects and support initiatives.
• Partner with internal teams to ensure were efficiently leveraging our tools for Support like case-management telephone and knowledge-base systems.
• Collaborate with support leadership to maintain detailed statistics for the Signature Support team.
• Define and execute strategies to proactively identify and resolve potential issues.
• Work at least 1 support shift per week or as required to maintain 24/7 coverage inclusive of all activities required to support IHGs Loyalty program.
• Engage routinely with the Client in effort to provide industry leading support and engagement.
• Liaise with support leadership in advocacy for the clients.
• Provide ongoing coaching to the Signature Support Engineers to ensure our continued exemplification of expedience proactivity patience expertise and care for the clients.
• The position responsibilities outlined above are in no way to be construed as all encompassing. Other duties responsibilities and qualifications may be required and/or assigned as necessary.

Required Qualifications

• At least 5 years experience leading a team of technology contributors preferably with Support/Help Desk experience.
• At least 5 years experience implementing and/or supporting Opera PMS Solutions.
• Experience implementing and supporting OXI and OWS interface.
• Professional communication skills.

Knowledge Skills and Abilities

• Expert level front-end knowledge of the OPERA PMS and advanced-level knowledge of OPERA backend and architecture.
• Intermediate experience with Oracle database and the ability to execute SQL statements.
• Intermediate understanding of network operations.
• Familiarity with RESTful APIs JSON documents and tools like Postman.
• Familiarity with AWS including EC2 Lambdas and CloudWatch.
• Familiarity with Salesforce Service Cloud preferred.