Description:
Sales Support Engineer!
Careers at TCS: It means more
TCS is a purpose-led transformation company, built on belief. We do not just help businesses to transform through technology. We support them in making a meaningful difference to the people and communities they serve - our clients include some of the biggest brands in the UK and worldwide. For you, it means more to make an impact that matters, through challenging projects which demand ambitious innovation and thought leadership.
- Support critical retail systems that directly impact customer experience and revenue.
- Gain exposure to enterprise-scale environments and modern support technologies.
- Grow your career within a global organisation delivering business-critical solutions.
The Role
As a Point of Sales Support Engineer, you will be responsible for end-to-end incident and problem management across POS systems within retail store environments. You will ensure timely resolution of issues in line with SLAs, prioritise business-critical incidents, and support continuous improvement through root cause analysis and system optimisation.
Key responsibilities:
- Provide end-to-end support for POS systems, including incident management, resolution, and service restoration within defined SLAs.
- Monitor production environments to ensure system stability and performance.
- Respond to and troubleshoot incidents, prioritising revenue-impacting issues.
- Perform log analysis and root cause analysis to identify and resolve recurring issues.
- Manage problem records and drive long-term fixes through structured problem management processes.
- Support database operations, including querying and troubleshooting using Oracle and SQL.
- Utilise monitoring tools such as Splunk to identify and resolve system anomalies.
- Collaborate with development and infrastructure teams to resolve complex technical issues.
- Ensure clear and effective communication with stakeholders, translating technical findings into business-friendly language.
- Support change management processes related to POS applications and releases.
Your Profile
Essential Skills & Experience
- Strong experience in application support within POS or retail environments.
- Hands-on experience with Java (Core Java and J2EE).
- Experience in production support, monitoring, and incident management.
- Strong troubleshooting skills with experience in log analysis and root cause analysis.
- Experience working with databases such as Oracle and SQL.
- Familiarity with monitoring tools such as Splunk.
- Good understanding of ITIL frameworks and service management processes.
- Experience working with ticketing tools such as ServiceNow or similar platforms.
- Strong communication skills, with the ability to explain technical issues to non-technical stakeholders.
- Strong analytical and problem-solving abilities.
Desirable Skills & Experience
- Experience with Python scripting.
- Knowledge of PL/SQL.
- Basic understanding of AWS cloud services.
- Familiarity with Docker and contain concepts.
- Knowledge of Kubernetes in a production support environment.
- Understanding of ITIL framework practices.
- Experience with ServiceNow or similar ticketing systems.