The Job

Sr Subject Matter Expert (Support&Ops)

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

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In short

The Sr Subject Matter Expert (Support&Ops) role provides L2 technical support for various retail and payment systems including Retalix POS, NCR Aloha POS, and Verifone payment terminals. Responsibilities include troubleshooting, system administration, and ensuring high availability of critical store and payment operations. The role requires strong technical skills in retail applications, POS hardware, and payment processing ecosystems.

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.
  • Support fuel management operations, pump communications, and price updates.
  • Manage product configurations, promotions, discounts, and price book updates.
  • Perform root cause analysis for recurring incidents.
  • Configure and maintain Retalix store systems and user access.
  • Perform application health checks and proactive monitoring.
  • Support NCR Aloha POS software, terminals, and restaurant technology platforms.
  • Troubleshoot order processing, pricing, promotions, discounts, and transaction failures.
  • Support BOH (Back of House), KDS (Kitchen Display Systems), kiosks, payment devices, and peripheral equipment.
  • Monitor restaurant systems for availability and performance.
  • 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 card payment processing, loyalty integrations, gift cards, and payment gateway interactions.
  • Create and maintain SOPs, Knowledge Articles, and troubleshooting guides.
  • Conduct knowledge transfer sessions for service desk and support teams.

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
#Retail#POS#Support#L2 Support#Engineer
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Company

HCLTech

Job Posted

1 month ago

Employment Type

Full Time

WorkMode

On Site

Experience Level

Senior

Locations

Bengaluru, India

Noida, India

Applicants

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