Qualification: Bachelors degree in Computer Science or related field or higher with minimum 3 years of relevant experience.Responsibilities:
Dedicated for Pilot Programs Hypercare effort.
Participate in prioritization of Pilot programs and manage/allocate bandwidth accordingly.
Performs ongoing knowledge development, and special support related to projects.
Works with Retail Systems and other departments as directed, to support related projects and activities.
Works with the Training Lead to identify, create, and test new knowledge resources with the intent to improve first call resolution at the help desk level.
Must have skills:
Works with the Training Lead to identify, create, and test new knowledge resources with the intent to improve first call resolution at the help desk level.
Provides assistance/coaching to Help Desk Technicians when needed.
Dedicated to Pilot Programs Hypercare effort.
Understand the architecture POS, Back Office, Central Office, XML, Mobile Interface, API awareness, PL/SQL scripts, DB objects & Batch jobs
Good to have skills:
Should be aware of Day-to-Day operations of POS, peripherals and payment terminals should be good in resolving the daily support issues.
Conduct emergency bug fixes that impact production (if needed).
Proactively check logs and dashboard patterns, identify potential issues, and fix the same.
Identify gaps in alerting - work closely with engineering teams to fill the gaps.
Conduct root-cause analysis with detailed documentation.
Check if alerts are in place for all application anomalies.
Identify monitoring opportunities and implement them.
Create a knowledge base (SOPs and runbooks) for Production support.
Work on enhancements requests - coordinationDesired: Exposure to Retail POS and retail payments environment
Loyalty / Campaigns / promotions configurations setup and operations
POS back office and POS functional awareness
HW/firmware, Advertisements, Campaign related, Integration with point of sale.
Lift: Specialization on promotions and campaigns; advertisements
Skills:
- Help Desk/IT Services
- Technical Analysis
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