L3 Lead

• Lead and oversee the resolution of high-priority incidents by performing deep technical analysis, ensuring timely service restoration, and minimizing business impact
• Manage the full lifecycle of incidents and problem tickets, ensuring proper categorization, prioritization, RCA documentation, and closure in alignment with ITIL practices
• Coordinate across cross-functional teams (L2, Development, DevOps, QA, PO PPOs and other AMS teams) to drive quicker resolution and prevent recurring issues
• Perform proactive problem management by identifying trends, defining permanent fixes and supporting continuous improvement initiatives
• Act as the primary escalation point for critical store or production outages and provide expert guidance for troubleshooting and resolution
• Maintain strong documentation including technical knowledge articles, SOPs, workaround procedures, and known-error records
• Track operational performance through KPIs and SLAs to improve service delivery and system stability
• Mentor and guide junior team members, ensuring knowledge sharing and high-quality support standards

• Oracle Retail Xstore POS Strong hands-on technical support experience on Xstore v23+ (Java-based framework)
• Xcenter / Xstore Office Understanding of back-office integration and store configuration
• Programming Java, Spring, SQL, XML, JSON
• Integration Web services (REST/SOAP), Oracle Retail Suite modules
• Troubleshooting Log analysis, debugging, performance tuning
• Deployment Tools Jenkins, Git
• Database Oracle / SQL Server proficiency
• OS & Environments Windows,Xstore,Xenvironment,Xservices
• Retail Domain Store operations, POS transactions lifecycle

Experienced in Agile methodologies and consulting (a plus)

• Flexibility, with remote and hybrid work options (country-dependent)
• Career advancement, with international mobility and professional development programs
• Learning and development, with access to cutting-edge tools, training and industry experts