[Hiring] Point of Sale POS Onshore Lead @Inficare Technologies

Role Description

The Point of Sale (POS) Onshore Lead will be responsible for driving operational support for enterprise retail POS software and associated hardware.

• Drive Tier-2 and Tier-3 operational support for enterprise retail POS software, store microservices, and connected hardware peripherals.
• Proactively monitor Jira dashboards, alerting channels, and telemetry systems to track error budgets and maintain clean support backlogs.
• Diagnose and resolve complex issues spanning POS applications, payment terminals, customer displays, receipt printers, and mobile registers.
• Develop operational runbooks, SOPs, and automation workflows to reduce MTTR and prevent recurring incidents.
• Serve as the onshore bridge between Store Operations, Software Engineering, offshore SRE teams, and third-party vendors.

Qualifications

• 7-10+ years in IT Operations, Production Support, or Site Reliability Engineering.
• Proven POS production support experience in a retail or enterprise environment.
• Strong incident management skills with experience driving RCAs in critical retail environments.
• Proficiency with Jira, Jira Service Management (JSM), or equivalent ITSM platforms.
• Solid understanding of POS architecture, payment device integrations, store network infrastructure, and peripheral hardware.
• Exceptional communication and leadership skills; experience in an onshore/offshore delivery model.

Requirements

• Direct experience with Jump Mind Commerce (JMC) POS in a live store environment.
• Hands-on experience with Adyen payment terminals, Epson printers, iOS/iPad customer displays.
• Scripting skills in Python, Bash, or Shell for log analysis and task automation.
• ITIL or SRE certifications.

Location & Work Model

Fully Remote - EST time zone required.