The Job

Sr Subject Matter Expert (Support&Ops)

Teknik, data och digitalt · IT-infrastruktur och säkerhet · IT-support · Teknisk support · Mjukvaruutveckling

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I korthet

The Sr Subject Matter Expert (Support&Ops) role involves providing L2 technical support for Retail Retalix POS, NCR Aloha POS, and Verifone payment systems across various retail and fuel environments. Responsibilities include troubleshooting, system administration, issue resolution, and ensuring high availability of critical systems. This role requires strong technical skills in retail applications, POS technologies, and payment processing.

Ansvarsområden

  • 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.
  • Manage product configurations, promotions, discounts, and price book updates.
  • Support inventory and stock management processes.
  • 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.

Krav

  • 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.
  • Manage product configurations, promotions, discounts, and price book updates.
  • Support inventory and stock management processes.
  • 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.

Önskade kvalifikationer

  • 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

Förmåner

  • At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark.
  • A place that knows that helping its customers stay on top starts by putting its people first.
#Retail#POS#Support#L2 Support#Troubleshooting#System Administration#Payment Systems#Inventory Management#Fuel Operations#NCR Aloha#Verifone
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Företag

HCLTech

Publicerade jobb

för 1 månad sedan

Anställningstyp

Heltid

Arbetsform

På plats

Erfarenhetsnivå

Senior

Platser

Bengaluru, India

Noida, India

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