Key Responsibilities
Act as the escalation point for Level 1 POS issues and provide advanced troubleshooting support for POS hardware, software, and network problems.
Perform backend diagnostics using Oracle SQL and MySQL queries to analyze and resolve transaction/data-related issues.
Manage and monitor IIS web servers and deployed POS applications for performance and availability.
Execute Linux basic commands to perform diagnostics and investigate issues on POS or server-side components.
Support and monitor Kubernetes-based microservices that power backend POS services and retail apps.
Handle incident and ticket management using Service Manager Tool.
Coordinate with development, infrastructure, and Level 3 support teams to resolve persistent or critical incidents.
Maintain documentation of known issues, resolutions, and system configurations.
Contribute to continuous improvement of support workflows and service reliability.
Required Skills & Experience
Preferred Qualifications
Experience supporting microservice-based applications in Kubernetes environments.
Exposure to monitoring tools like Prometheus, Grafana, Nagios, or equivalent.
Understanding of ITIL processes and certifications like ITIL Foundation is a plus.
Scripting knowledge (Bash, PowerShell, Python) for automation is advantageous.
Work Conditions
Willing to work in rotational shifts, including weekends or holidays as needed.
On-call availability for critical support scenarios.
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