Senior POS Payments SME Retail Payment Operations

Job description

**Field** **Details** **Role** Senior POS / Payments SME Retail Payment Operations **Client / Engagement** (US Retail – 1,600+ Stores) **Location** Offshore **Experience** 6–15 years **Employment Type** Full-time **Reports to** Engagement Delivery Lead – Cognizant ISG Stores **Role Purpose** Lead the **offshore Payment Operations team** supporting 1,600+ US retail stores. Act as the **Primary Offshore SME** for NCR Advanced Store POS, FiPay (Fiserv), Verifone Pin-Pads, AMS, Tax Service, Cash Office, and Loyalty (Treats) operations. **Key Responsibilities** - **L2 / L3 Incident, Problem, and Change Management** for Retail POS & Payments - **P1 / P2 Bridge Leadership**, RCA, and executive-level client communication - **Splunk** dashboard design, alert tuning, and monitoring enhancements - **ServiceNow** ticket ownership, and workflow optimization - Drive **Automation & Continuous Improvement** initiatives (RPA, AI, self-healing) - Publish **Weekly / Monthly Status Reports** (WSR / MSR) to client leadership - **Vendor Coordination** with NCR, Fiserv, and Verifone - Mentor L1 / L2 team members; own **SOPs, Runbooks, and QRGs** - Contribute to **RFP solutioning and pre-sales** for retail POS opportunities **Must-Have Skills** - **NCR Advanced Store POS**, NCR POS - **FiPay / Fiserv** payment application experience - **Verifone Pin-Pad, VHQ, CAPK** management - **Splunk** — SPL queries, dashboards, alert configuration - **ServiceNow** — ITSM workflows - **Cards & Payments** transaction flows - **RabbitMQ** troubleshooting - **Scripting** — PowerShell / Batch / Python - Strong **client communication** and **RCA discipline**