Service Consultant - Xstore POS (Level 2)

Job description

About Us OLR is a specialist Oracle Retail systems integrator, trusted by leading retailers to deliver end-to-end merchandising, store and omnichannel solutions. We work across the Oracle Retail suite, delivering modernisation and cloud transformation programmes for leading retailers. OLR India is the largest OLR delivery centre and a core pillar of OLR’s global operations. Based in Bangalore, India recently relocated to a new office at The Hive Workspaces, Prestige Tech Platina, the India team plays a critical role in delivering Oracle Retail implementations, upgrades, and 24/7 global support across all OLR regions. Our teams work closely with teams in Europe, North America and Latin America to provide end-to-end Oracle Retail systems integration, application support, and continuous optimisation for global retail operations. Our Bangalore-based professionals are deeply involved in large-scale Oracle Retail implementations, cloud migrations, system upgrades, and omnichannel transformation programs, helping global retailers scale, modernise and remain future-ready in a rapidly evolving retail landscape. The Role We are looking for a highly skilled Service Consultant - Xstore POS to join our dynamic L2/L3 support team. This position is ideal for someone with experience in managing and troubleshooting Xstore POS systems and providing efficient support to end-users. As a Service Consultant -Xstore POS , you will be responsible for diagnosing/analysis and resolving complex system issues, ensuring system uptime, and contributing to the overall optimization of retail operations. Also, should be involved in 1 or 2 implementations in past. In this role, you’ll: Troubleshoot Xstore POS Issues: Provide technical support for Xstore POS systems (both L2 and L3 levels) to resolve system issues related to transactions, integration with backend systems, or hardware malfunctions. System Configuration & Maintenance: Assist in the configuration and maintenance of Xstore systems, including setup, upgrades, and patches. Incident Management: Handle escalated technical incidents (L2/L3) related to the POS systems, ensuring timely resolution while maintaining service level agreements (SLAs). Root Cause Analysis: Identify and diagnose the root causes of issues impacting Xstore operations, providing solutions that prevent recurrence. Collaboration: Work closely with internal teams (network, infrastructure, development) and third-party vendors to ensure seamless POS system operations. User Training and Documentation: Develop and maintain user guides, knowledge base articles, and conduct training sessions for store associates on the proper use of Xstore POS. Performance Monitoring: Monitor system performance, generate reports, and proactively address any performance degradation or technical issues. Upgrades and Patches: Assist in the planning and execution of Xstore POS software upgrades and patches to ensure systems are always up-to-date and secure. Support Documentation: Maintain detailed records of troubleshooting efforts, issue resolutions, and changes made to the system. Required Skills: Technical Expertise: Strong understanding of Xstore POS application architecture, system integrations (e.g., with MFCS, CRM, ORCE, OMS and OROB), and basic hardware troubleshooting. Java & Frameworks: Good knowledge of Java/J2EE and frameworks like Spring and Hibernate, with the ability to troubleshoot and enhance backend services. Problem-Solving: Excellent problem-solving skills with the ability to analyze complex technical issues and develop effective solutions. Communication Skills: Strong verbal and written communication skills, with the ability to communicate technical issues to non-technical users. Retail Knowledge: Experience working within a retail environment or understanding retail workflows is highly preferred. Database Skills: Familiarity with databases (SQL, Oracle) to assist in troubleshooting and query analysis. Tools & Platforms: Experience with ticketing systems (JIRA), remote desktop tools, and system monitoring tools. Operating Systems: Strong working knowledge of Windows Server, Linux, or similar server environments. Experience & Qualifications: Ideally, with 2 to 4 years of hands-on experience in providing technical support for Xstore POS systems or similar retail systems. Bachelor's degree in Business, Computer Science, or related field Why join OLR? Make a global impact by contributing to retail transformation projects across regions. Collaborate with international teams across UK, Portugal, US, Canada, Mexico, India. Grow your career through structured training, professional development, and career progression opportunities. Join a certified Great Place to Work with a culture that values collaboration, innovation, and community. Benefits you’ll enjoy: At OLR, we believe in supporting our people both professionally and personally. Our comprehensive benefits package includes: Comprehensive health coverage with medical insurance for you and family Life & personal accident insurance Generous parental benefits: maternity and paternity leave Retirement benefits Tax-saving benefits Flexible vacation policy Learning & development opportunity Own your laptop program Employee referral rewards for bringing great talent into OLR