The Role
Leads technical production support and transformation programs for GK POS and retail/QSR environments. Responsibilities include incident and problem management, root cause analysis, defect triage, production troubleshooting, release support, team leadership, SLA improvement, stakeholder coordination, and executive communication. The role requires hands-on Java development, POS architecture and integration expertise, and experience with payments, ERP, OMS, eCommerce, cloud, observability, and containerized application environments.
Summary Generated by Built In
We are seeking a Senior GK POS Technical Lead with strong GK POS technical knowledge, deep Retail/QSR domain expertise, hands-on Java development experience, proven Production Support leadership, solid understanding of POS integrations and architecture, and exposure to cloud technologies. The candidate should possess excellent stakeholder management skills and be capable of driving mission-critical retail support and transformation programs.
This role is ON SITE, 5 days in the office per week, in Phoenix, AZ.
Key Responsibilities
- Incident Management
- Major Incident Handling
- Root Cause Analysis (RCA)
- Problem Management
- Release and Defect Triage
- Troubleshoot complex production issues through log analysis and system diagnostics
- Lead onsite and offshore support/development teams
- Drive operational excellence, SLA adherence, RCA quality, and continuous improvement initiatives
- Coordinate with business teams, vendors, architects, and engineering teams
- Manage escalations and provide executive-level communication during critical incidents
Requirements
- 8+ years of experience in Retail/QSR POS systems and store operations
- Strong experience with GK POS / GK Retail Store Commerce
- Proven track record of leading L3 Production Support and large-scale retail transformation initiatives
- Experience working in client-facing, onshore leadership roles
- Hands-on experience with Java/J2EE, Spring Boot, REST APIs, Microservices, and SQL
- Deep understanding of POS architecture, transaction processing, payments, returns, promotions, receipts, and recovery workflows
- Experience with POS integrations including ERP, OMS, payment gateway and eCommerce platforms
- Strong production support background
Preferred Skills:
- Knowledge of omni-channel retail operations
- Experience with AWS, Azure, or GCP cloud environments
- Exposure to monitoring and observability tools such as Grafana, Dynatrace, Splunk, CloudWatch, etc.
- Experience with middleware, event-driven architecture, and API integrations
- Familiarity with Agile delivery methodologies and functional architecture
- Kubernetes, Docker, and containerized application support
- DevOps and CI/CD tools (Azure DevOps, Jenkins, GitHub Actions)
- ServiceNow, Jira, and Confluence experience
Skills Required
- 8+ years of experience with Retail/QSR POS systems and store operations
- Strong experience with GK POS or GK Retail Store Commerce
- Experience leading L3 production support and large-scale retail transformation initiatives
- Experience in client-facing, onshore leadership roles
- Hands-on experience with Java/J2EE, Spring Boot, REST APIs, microservices, and SQL
- Deep understanding of POS architecture, transaction processing, payments, returns, promotions, receipts, and recovery workflows
- Experience integrating POS systems with ERP, OMS, payment gateways, and eCommerce platforms
- Strong production support background
- Knowledge of omnichannel retail operations
- Experience with AWS, Azure, or GCP cloud environments
- Experience with Grafana, Dynatrace, Splunk, CloudWatch, or similar monitoring and observability tools
- Experience with middleware, event-driven architecture, and API integrations
- Familiarity with Agile delivery methodologies and functional architecture
- Experience supporting Kubernetes, Docker, and containerized applications
- Experience with DevOps and CI/CD tools including Azure DevOps, Jenkins, or GitHub Actions
- Experience with ServiceNow, Jira, and Confluence
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The Company
What We Do
ITTConnect is an innovative provider of IT Professional Services focused on finding the best IT talent. Through a network of specialized IT recruiters we efficiently connect employers to top IT professionals. We assist companies to reach their recruitment objectives through flexible and tailored recruiting and staff augmentation services.
