The Job

Sr Subject Matter Expert (Support&Ops)

Technology, Data & Digital · IT Infrastructure & Security · IT Support · Technical Support

Join for updates

In short

This role is for a Sr Subject Matter Expert (Support&Ops) providing L2 technical support for Retalix POS, NCR Aloha POS, and Verifone payment systems. The specialist will troubleshoot and maintain retail store environments, ensuring high availability of POS systems, back-office applications, and payment integrations across multiple locations in India.

Responsibilities

  • Provide L2 support for Retalix POS, Back Office Systems (BOS), and retail applications.
  • Troubleshoot and resolve incidents related to sales transactions, promotions, pricing, inventory, and store operations.
  • Support cashier workstations, POS terminals, store controllers, and peripheral devices.
  • Investigate transaction failures, system performance issues, and data synchronization problems.
  • Support fuel management operations, pump communications, and price updates.
  • Assist store personnel with transaction corrections, electronic journal reviews, and reconciliation issues.
  • Manage product configurations, promotions, discounts, and price book updates.
  • Perform root cause analysis for recurring incidents.
  • Coordinate with Service Desk (L1), Infrastructure Teams, and Vendors for issue resolution.
  • Participate in Major Incident Management and bridge calls.
  • Configure and maintain Retalix store systems and user access.
  • Perform application health checks and proactive monitoring.
  • Support software deployments, upgrades, patches, and configuration changes.
  • Validate interfaces between POS, payment systems, controllers, and back-office applications.
  • Create and maintain SOPs, Knowledge Articles, and troubleshooting guides.
  • Support automation and process improvement initiatives.
  • Conduct knowledge transfer sessions for service desk and support teams.
  • Identify opportunities to improve remote resolution and reduce field support dependency.
  • Support NCR Aloha POS software, terminals, and restaurant technology platforms.
  • Troubleshoot order processing, pricing, promotions, discounts, and transaction failures.
  • Support End-of-Day (EOD) processing and sales reporting issues.
  • Resolve menu configuration, item availability, and store setup issues.
  • Support BOH (Back of House), KDS (Kitchen Display Systems), kiosks, payment devices, and peripheral equipment.
  • Diagnose interface issues between Aloha POS and payment processors.
  • Monitor restaurant systems for availability and performance.
  • Support restaurant technology upgrades, rollouts, and lifecycle management activities.
  • Provide Level 2 support for Verifone payment terminals, pin pads, cradles, power packs, and connected peripherals.
  • Troubleshoot payment transaction failures, terminal connectivity issues, settlement problems, and device configuration errors.
  • Support payment terminal software upgrades, regulatory updates, and certification activities.
  • Manage break-fix activities and coordinate hardware replacements when required.
  • Support card payment processing, loyalty integrations, gift cards, and payment gateway interactions.
  • Investigate authorization failures, settlement discrepancies, and payment variances reported by retail sites.
  • Coordinate with payment processors, acquirers, OEMs, and vendor support teams.
  • Validate interfaces between payment terminals, POS systems, and payment platforms.

Requirements

  • Retalix POS Suite
  • Retalix Back Office System (BOS)
  • Retail Store Controller Applications
  • Inventory & Fuel Management Systems
  • POS Terminals
  • Payment Systems (Verifone, Ingenico, etc.)
  • Barcode Scanners
  • Receipt Printers
  • Fuel Pump Integration Systems
  • Store Networks and Controllers
  • NCR Aloha POS Administration and Support
  • Restaurant Technology Platforms
  • POS Hardware & Peripheral Devices
  • Kitchen Display Systems (KDS)
  • Payment Processing Integration
  • Verifone Payment Terminals
  • Electronic Payment Processing
  • Card Acquiring & Settlement Processes
  • PCI DSS Compliance
  • Payment Gateways & Loyalty Integrations
  • POS and Retail Technology Ecosystems
  • Network Troubleshooting

Benefits

  • Supercharge your potential.
  • Find your career.
  • Find your spark.
  • A place that knows that helping its customers stay on top starts by putting its people first.
  • Global technology company with over 223,000 people across 60 countries.
  • Industry-leading capabilities centered around digital, engineering, cloud and AI.
  • Broad portfolio of technology services and products.
  • Work with clients across all major verticals including Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services.
#Support#Operations#Retail#POS#L2 Support#Engineer#NCR Aloha#Verifone#Payment Systems
HCLTech Logo

Company

HCLTech

Job Posted

1 month ago

Employment Type

Full Time

WorkMode

On Site

Experience Level

Mid-Senior

Locations

Bengaluru, India

Noida, India

Applicants

Be an early applicant