[Hiring] Point of Sale Onshore Lead @Inficare Technologies

Role Description

We are seeking an experienced POS Onshore Lead to join our Site Reliability Engineering (SRE) team. In this senior role, you will lead onshore reliability and operational support across our retail POS ecosystem. You will serve as the primary technical anchor for incident response, real-time dashboard monitoring, and proactive system health management. While our current environment runs on Jump Mind Commerce (JMC) POS, we welcome candidates with strong hands-on experience supporting any major enterprise retail POS platform (e.g., Oracle Xstore, NCR, Aptos, GK Software). Prior experience with JMC is a strong advantage.

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

• 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.

Requirements

• Preferred / Nice-to-Have:
• Direct experience supporting Jump Mind Commerce (JMC) POS in a live store environment.
• Hands-on experience with modern store hardware integrations (e.g., Adyen payment terminals, Epson printers, iOS/iPad customer displays).
• Scripting capability (Python, Bash, or Shell) for automated log analysis and task automation.
• Relevant ITIL or SRE certifications.