Tier II Support

HotelKey, Inc. is seeking a Tier II 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 Tier II Support Engineer will help in Monitoring and Maintaining the health of the HotelKey Production, QA, Staging and Development environments and ensure 100% availability. Tier II Support will troubleshoot issues raised by Tier I related to operations and also work on tickets raised by them for specific needs. Tier II 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

HotelKey is a global software company providing innovative software solutions and services for the hospitality industry - serving both enterprise brands and independent hotels alike. While we at HotelKey are still early on in our journey, we have achieved some impressive accomplishments, including having our software solution get selected at over 12,000+ properties and being the mandated PMS software at three major hotel enterprises. We have accomplished this success by being committed to providing our customers with industry leading products and outstanding customer service. And we recognize that we are only able to accomplish these things and provide top-quality service by first taking care of our employees.