Production support- Retail store operations
Landmark — Bengaluru, India
Platform: Oracle Retail · Type: Full-time
Experience: 3-5 years
Modules: SIM
Job description
Production Support & Incident Management
• Provide L2 support for retail store applications, including SIM, Task Management, RFID systems, and the Sahla mobile app.
• Manage User Access queries, ensuring store colleagues have the correct role provisioning, permissions, and authentication to perform their duties.
• Analyze, troubleshoot, and resolve store-impacting incidents within defined SLAs to prevent disruption to customer service.
• Perform incident triage, impact assessment, and root cause analysis (RCA) for retail operations issues.
• Monitor application health, interfaces, store backend services, and inventory batch processes.
• Escalate complex issues to L3/development teams or third-party vendors and track them through to resolution.
Application & Infrastructure Support
• Support retail backend applications hosted on Azure Kubernetes, Linux based environment
• Investigate application, performance, and integration-related issues between store apps (SIM, Sahla), RFID middleware, POS, and central ERP systems.
• Validate production deployments (including phased store rollouts) and support release activities. • Coordinate with infrastructure, network (e.g., store Wi-Fi/connectivity), and DBA teams during critical incident resolution.
Database Support
• Troubleshoot Oracle database-related issues affecting store inventory, task routing, and transactions using SQL and PL/SQL.
• Analyze query performance and identify database bottlenecks that impact store application responsiveness.
• Support data validation, stock reconciliation, issue investigation, and approved production data fixes.
Mobile Application & Hardware Support
• Support the Sahla Native Android application, RFID handheld scanners, and their backend integrations.
• Investigate mobile application crashes, offline/online synchronization issues (e.g., during stock counts), and performance concerns on the shop floor.
Continuous Improvement
• Identify recurring store tech issues and drive permanent fixes through problem management.
• Create and maintain SOPs, knowledge base articles, and troubleshooting guides to empower L1/Helpdesk teams and store staff.
• Participate in operational reviews and support process improvements to continuously elevate the retail technology experience.
• Provide L2 support for retail store applications, including SIM, Task Management, RFID systems, and the Sahla mobile app.
• Manage User Access queries, ensuring store colleagues have the correct role provisioning, permissions, and authentication to perform their duties.
• Analyze, troubleshoot, and resolve store-impacting incidents within defined SLAs to prevent disruption to customer service.
• Perform incident triage, impact assessment, and root cause analysis (RCA) for retail operations issues.
• Monitor application health, interfaces, store backend services, and inventory batch processes.
• Escalate complex issues to L3/development teams or third-party vendors and track them through to resolution.
Application & Infrastructure Support
• Support retail backend applications hosted on Azure Kubernetes, Linux based environment
• Investigate application, performance, and integration-related issues between store apps (SIM, Sahla), RFID middleware, POS, and central ERP systems.
• Validate production deployments (including phased store rollouts) and support release activities. • Coordinate with infrastructure, network (e.g., store Wi-Fi/connectivity), and DBA teams during critical incident resolution.
Database Support
• Troubleshoot Oracle database-related issues affecting store inventory, task routing, and transactions using SQL and PL/SQL.
• Analyze query performance and identify database bottlenecks that impact store application responsiveness.
• Support data validation, stock reconciliation, issue investigation, and approved production data fixes.
Mobile Application & Hardware Support
• Support the Sahla Native Android application, RFID handheld scanners, and their backend integrations.
• Investigate mobile application crashes, offline/online synchronization issues (e.g., during stock counts), and performance concerns on the shop floor.
Continuous Improvement
• Identify recurring store tech issues and drive permanent fixes through problem management.
• Create and maintain SOPs, knowledge base articles, and troubleshooting guides to empower L1/Helpdesk teams and store staff.
• Participate in operational reviews and support process improvements to continuously elevate the retail technology experience.