L3 Production Support SME for Oracle Xstore (v21+). Responsible for resolving complex production issues, driving root cause analysis, and ensuring system stability across retail environments.
Key Responsibilities
L3 Production Support
- Own and resolve complex L3 Xstore production incidents
- Perform detailed RCA and present findings to stakeholders
- Implement permanent fixes to prevent recurring issues
- Act as final technical escalation point before vendor support engagement
- Manage escalations and ensure timely resolution of critical issues
Customer & Stakeholder Engagement
- Act as primary technical SME for retail production environments
- Present RCAs, solutions, and configuration change recommendations
- Participate in CAB and approve Xstore production configuration changes
- Collaborate with business and technical teams for issue resolution
Leadership & Mentoring
- Guide and mentor L3 support engineers
- Support knowledge sharing and operational best practices
Required Qualifications
- Strong experience with Oracle Xstore (v21 or above)
- Advanced SQL for troubleshooting and PosLog analysis
- Log analysis across Xstore, EFTLink, and related systems
- Java debugging (stack traces, thread dumps, GC logs)
- Deployment and patching (Xenvironment, upgrades)
- XML/property-based configuration management
- Linux/Windows administration (process, network, services)
- Understanding of POS hardware (terminals, printers, PIN pads, fiscal devices)
- Retail domain flows: promotions, loyalty, gift cards, sales/returns, PosLog
- Experience
- 8–12+ years overall experience
- 5+ years in Oracle Xstore support
Additional Requirements
- Experience in production support and incident management at scale
- Strong analytical and RCA skills
- Ability to work in high-pressure, 24x7 support environments
- Strong communication and stakeholder management skills