Job Description

Key Responsibilities

Production Support & System Health: Drive Tier-2 and Tier-3 operational support for enterprise retail POS software, store microservices, and connected hardware peripherals.
Incident & Outage Management: Lead SRE response efforts for critical (P1/P2) store-impacting incidents—owning triage, cross-team escalation, Root Cause Analysis (RCA), and long-term remediation.
System Monitoring & Telemetry: Proactively monitor Jira dashboards, alerting channels, and telemetry systems to track error budgets and maintain clean support backlogs.
Hardware & Peripheral Troubleshooting: Diagnose and resolve complex technical issues spanning POS applications, payment terminals, customer displays, receipt printers, and mobile registers.
SRE Leadership & Process Optimization: Develop operational runbooks, standard operating procedures, and automation workflows to reduce Mean Time to Resolution (MTTR) and prevent recurring issues.
Stakeholder & Cross-Functional Coordination: Serve as the central onshore bridge between Store Operations, Software Engineering, offshore SRE teams, and third-party vendors.

Qualifications & Requirements

Required:

Experience: 7–10+ years in IT Operations, Production Support, or Site Reliability Engineering (SRE).
Domain Expertise: Proven track record in POS production support within a retail or enterprise environment.
Incident Management: Strong experience managing high-priority incident responses and driving RCAs in critical retail environments.
Tooling: Proficiency with Jira, Jira Service Management (JSM), or equivalent enterprise ITSM platforms.
Technical Depth: Solid understanding of POS architecture, payment device integrations, store network infrastructures, and peripheral hardware.
Leadership & Communication: Exceptional communication and leadership skills with proven success in an onshore/offshore delivery model.

Point of Sale (POS) Lead

Quick Overview