Support Engineer (D365 & SOP)

Gulf Marketing Group (GMG Group); Dubai; On-site; AED 180,000 - 240,000; Full time

Job summary

Gulf Marketing Group (GMG Group) in Dubai seeks a Support Engineer – Retail Tech to manage POS and other retail applications, ensuring incidents are resolved within SLAs and SIT/UAT are properly executed.

You will coordinate with business users and IT vendors, document resolutions, and maintain testing records to ensure smooth operation of retail systems across our network.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• Minimum 4 years of IT support experience focusing on POS systems.
• Proven track record coordinating with business users and IT vendors.
• Experience in SIT and UAT processes.

Responsibilities

• Oversee POS incident management and ensure SLAs.
• Coordinate SIT and UAT for retail applications.
• Resolve issues with business users and IT vendors.
• Maintain incident and testing documentation.

Skills

POS systems

Incident management

Testing management

Vendor coordination

Education

Bachelor's degree in IT/CS

Tools

Manage Engine

Job description

Who we are:

GMG is a global well-being company retailing, distributing and manufacturing a portfolio of leading international and home‑grown brands across sport, everyday goods, health and beauty, properties and logistics sectors. Under the ownership and management of the Baker family for over 45 years, GMG is a valued partner of choice for the world's most successful and respected brands in the well‑being sector. Working across the Middle East, North Africa, and Asia, GMG has introduced more than 120 brands across 12 countries. These include notable home‑grown brands such as Sun & Sand Sports, Dropkick, Supercare Pharmacy, Farm Fresh, Klassic, and international brands like Nike, Columbia, Converse, Timberland, Vans, Mama Sita's, and McCain.

Role Summary:

The Support Engineer – Retail Tech (POS) is responsible for managing incidents related to retail applications, particularly Point of Sale (POS) systems. This role involves ensuring that incident resolution meets Service Level Agreements (SLAs), overseeing System Integration Testing (SIT) and User Acceptance Testing (UAT), and coordinating with both business users and IT vendors to address and resolve technical issues. The Support Engineer will play a crucial role in maintaining the smooth operation of POS systems and ensuring that all technical issues are handled efficiently.

Key Success Drivers including Accountabilities and Responsibilities:

• Incident Management: Oversee and manage incidents related to POS systems and other retail applications, ensuring that all issues are resolved within the agreed SLAs.
• Testing Oversight: Manage and coordinate System Integration Testing (SIT) and User Acceptance Testing (UAT) for retail applications to ensure that systems are functioning as expected before deployment.
• Issue Resolution: Coordinate with business users and IT vendors to resolve technical issues, ensuring that all parties are aligned and that issues are addressed in a timely manner.
• Documentation: Maintain accurate records of incidents, testing processes, and resolutions, and ensure that all documentation is up-to-date and readily accessible.

Functional/Technical Competencies:

• Experience in Retail Systems (Point of sales - POS) and POS application implementation and migration, result orientation, team working, knowledge of incident management tools like Manage Engine, industry knowledge of fashion & apparel, pharma, certifications: Dynamics 365 fundamentals (ERP) (I585-9659).
• POS Systems Expertise: Strong knowledge and experience with POS systems, including their setup, configuration, and troubleshooting.
• Incident Management: Proficient in managing incidents through their lifecycle, ensuring adherence to SLAs and effective issue resolution.
• Testing Management: Experience in overseeing SIT and UAT processes, with the ability to coordinate testing activities and validate results.
• Coordination Skills: Effective at working with both internal business users and external IT vendors to resolve issues and ensure system reliability.

Educational Quualifications:

• Bachelor's degree in Information Technology, Computer Science, or a related field.

Experience:

• 4 years of experience in IT support, with a focus on POS systems and retail applications.
• Demonstrated experience in managing incidents, SIT, and UAT processes for retail technology.
• Proven track record of coordinating with business users and IT vendors to resolve technical issues efficiently.