Sr Subject Matter Expert (Support&Ops)

Job description

Sr Subject Matter Expert (Support&Ops) India Sr Subject Matter Expert (Support&Ops) | Bengaluru, KarnatakaNoida, Uttar Pradesh Job Summary Retail Retalix Solution Specialist (L2 Support Engineer) Role Summary The Retail Retalix Solution Specialist is responsible for supporting, administering, troubleshooting, and maintaining the Retalix Retail and Point of Sale (POS) ecosystem across retail store environments. The role ensures high availability of POS systems, back-office applications, payment integrations, fuel operations, inventory management, and store systems to enable uninterrupted retail business operations. Key Responsibilities Application & POS Support • 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. Retail Operations Support • 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. • 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. System Administration • 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. Documentation & Continuous Improvement • 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. Technical Skills Required Retail Applications • Retalix POS Suite • Retalix Back Office System (BOS) • Retail Store Controller Applications • Inventory & Fuel Management Systems POS & Retail Technologies • POS Terminals • Payment Systems (Verifone, Ingenico, etc.) • Barcode Scanners • Receipt Printers • Fuel Pump Integration Systems • Store Networks and Controllers NCR Aloha POS Support Specialist (L2 Support Engineer) Role Summary The NCR Aloha POS Support Specialist is responsible for providing Level 2 technical support for NCR Aloha Point of Sale (POS) solutions across Quick Service Restaurants (QSR), Full-Service Restaurants (FSR), and retail locations. The individual will ensure business continuity by maintaining POS availability, resolving incidents, supporting restaurant technology platforms, and coordinating with vendors and stakeholders. Key Responsibilities POS Application Support • 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. Restaurant Technology Support •