Description

Responsibilities

• Provide Level 3 production support for the NGPOS application and supporting infrastructure.
• Own support tickets and operational emails from initial investigation through resolution.
• Partner with development, infrastructure, business, and store-support teams to resolve incidents within established SLAs.
• Monitor application health, system consoles, logs, and performance indicators for interruptions, degradation, or delays.
• Diagnose and resolve application, integration, database, and infrastructure failures.
• Participate in major incident response, including technical triage, stakeholder communication, root cause analysis, and post-incident reviews.
• Test application and infrastructure changes before deployment.
• Execute, document, and report break/fix changes, service requests, and operational support activities.
• Create and maintain operational procedures, troubleshooting guides, processes, scripts, and support documentation.
• Participate in requirements analysis, technical design, estimation, implementation planning, and production rollout activities.
• Contribute to application changes through coding, configuration, testing, and unit testing when appropriate.
• Support pilot implementations, store go-lives, and enterprise rollouts, including onsite assistance and travel when required.
• Participate actively in Agile refinement, planning, testing, and retrospective activities.
• Challenge incomplete requirements, inadequate testing, and definitions of done that could create production-support risks.
• Champion engineering, operational-readiness, and software-delivery standards.
• Identify opportunities to automate repetitive support, monitoring, testing, and recovery activities.
• Independently manage assigned initiatives and help coordinate the work of other analysts when needed.

Qualifications

• Bachelor’s degree in Computer Science, Information Systems, Engineering, or a related field preferred; equivalent practical experience will be considered.
• Experience or demonstrated interest in application support, production operations, software engineering, or site reliability engineering.
• Strong troubleshooting instincts and the ability to investigate unfamiliar technical problems.
• Excellent written and verbal communication skills.
• Ability to translate technical issues between business users, store personnel, support teams, and technology teams.
• Accountability for driving issues to resolution rather than simply escalating or transferring tickets.
• Good judgment under pressure and the ability to prioritize competing production-support, testing, and Agile responsibilities.
• Willingness to work onsite five days per week in Blue Ash, Ohio.
• Willingness to participate in nights, weekends, and holiday on-call coverage.
• Ability to travel for pilots, new store go-lives, and platform rollouts.
• Understanding that PTO or leave may be restricted during peak retail periods and major implementations.

Preferred Technical Experience

Experience with all the following is not required. Exposure to one or more areas—and a strong willingness to learn—is sufficient.

• Enterprise Point of Sale or retail technology environments
• Java application support or development
• Go programming
• SQL and relational database concepts
• NoSQL databases, particularly MongoDB
• Shell, PowerShell, or Python scripting
• Splunk, Grafana, or comparable monitoring and observability platforms
• ServiceNow or similar IT service-management systems
• Jira and Confluence
• Incident, problem, and change-management processes
• Root cause analysis and post-incident reviews
• Agile or Scrum delivery
• Scrum Master responsibilities
• PCI-DSS or payment-card security requirements

Key Skills

Education

Bachelor's degree