Senior Engineer

Capgemini; Dadri, Mumbai; On-site; INR 1,200,000 - 2,000,000; Full time

Job summary

Capgemini is seeking a Senior Engineer Retail Operations to provide advanced L2 technical support for the retail technology ecosystem across dispensaries. You will troubleshoot complex incidents, ensure high availability of POS, e-commerce, and store endpoints, and collaborate with vendors and IT teams to keep store operations running smoothly.

This role supports multi-state retail footprints with proactive incident resolution, problem management, and continuous improvement.

Qualifications

• L2 technical support experience in a retail IT environment.
• Experience managing incidents and problems across multi-site stores.
• Familiarity with ITSM tools like Freshservice or ServiceNow.
• Knowledge of POS systems and retail hardware is preferred.
• Understanding of e-commerce integrations and inventory systems.

Responsibilities

• Diagnose and resolve escalated incidents (Tier 2) for POS, peripherals, and store infrastructure.
• Manage incident and problem management for company-owned stores across regions.
• Troubleshoot POS systems and related applications; coordinate with vendors.
• Collaborate with retail operations, product, IT, and vendors to implement improvements.
• Create and maintain knowledge base articles and SOPs.
• Assist in change management, deployments, and post-release validation.
• Ensure adherence to SLAs and KPIs with accurate ticketing in ITSM tools.

Skills

Retail IT support

L2 support

Incident management

Stakeholder management

ITIL awareness

Tools

Freshservice

ServiceNow

POS systems

Job description

Job Description: Senior Engineer Retail Operations

Role Overview

The Senior Engineer Retail Operations is responsible for providing advanced (L2) technical support for retail technology ecosystem across dispensary locations. The role focuses on troubleshooting complex issues, ensuring high availability of retail systems (POS, e-commerce, endpoints), and collaborating with cross-functional teams and vendors to maintain seamless store operations.

This role plays a critical part in supporting multi-state retail footprint through proactive incident resolution, problem management, and continuous improvement initiatives.

Key Responsibilities

1. L2 Retail Support & Incident Management

• Diagnose and resolve escalated incidents (Tier 2) related to retail systems including POS, peripherals, and store infrastructure
• Handle incident and problem management for company-owned retail stores across regions
• Perform deep troubleshooting involving POS systems (e.g., Dutchie, Sweede) and related applications
• Escalate critical issues to L3 teams or third-party vendors following defined escalation processes

2. Retail Systems & Technology Support

• Provide technical support for:
  • POS systems and payment devices
  • E-commerce platforms and product catalog systems
  • Retail hardware (printers, scanners, kiosks, cash drawers, endpoints)
• Troubleshoot integration issues across POS, inventory, and e-commerce platforms
• Support deployment validation, patching, and post-release stabilization activities.

3. Problem Management & Root Cause Analysis

• Perform root cause analysis (RCA) for recurring and critical issues.
• Identify patterns in incidents and recommend proactive fixes and improvements.
• Track and manage recurring incidents and problem trends for continuous improvement.

4. Stakeholder & Vendor Coordination

• Collaborate with:
  • Retail operations teams
  • Product managers
  • IT teams and infrastructure teams
  • Third-party POS and platform vendors
• Act as a bridge between store operations and IT teams for issue resolution and system enhancements.

5. Knowledge Management & Documentation

• Create, update, and maintain knowledge base (KB) articles and SOPs.
• Document solutions, troubleshooting steps, and known errors.
• Support continuous improvement by contributing to process documentation and training material.

6. Change & Release Support

• Participate in change management and deployment activities for retail systems.
• Validate deployments and monitor post-release stability.
• Assist with emergency fixes, patches, and system upgrades

7. Service Management & SLA Compliance

• Ensure adherence to defined SLAs, KPIs, and incident response timelines.
• Maintain accurate ticketing in ITSM tools (e.g., Freshservice
• Participate in operational reviews and performance tracking discussions.

Required Skills & Experience

Technical Skills

• Strong experience with Retail POS systems (e.g., Dutchie, Sweede, similar platforms)
• Knowledge of:
  • Windows endpoints and peripherals
  • Networking basics (LAN/WAN, TCP/IP)
  • Retail hardware (printers, scanners, kiosks)
• Familiarity with ITSM tools (Freshservice, ServiceNow, etc.)
• Understanding of e-commerce integrations and inventory systems

Experience

• Retail IT support / L2 support
• Store technology environments
• Managed services or multi-site retail operations
• Experience in regulated industries (cannabis, pharma, healthcare, etc.) is preferred

Soft Skills

• Strong analytical and problem-solving skills
• Excellent communication and stakeholder management
• Ability to work in high-pressure retail support environments
• Strong documentation and knowledge-sharing mindset

Preferred Qualifications

• ITIL Foundation certification
• Experience in multi-location retail support models
• Exposure to 24x7 or shift-based support environments
• Understanding of compliance-driven retail operations