JOB PURPOSE:

Installing and integrating EPOS for all concessionaires by assessing business types and coordinating with internal & external teams. Address L2 incident management issues for EPOS applications. Revenue leakage control through CCTV monitoring & sales data reconciliation for billing.

∙ Understand the business model of the concessionaire.

∙ Provide solution based on their business requirements.

∙ Coordinate with internal and external teams to fulfil the new requirements of the concessionaire ensuring the benefit of existing users and business growth of the organization.

∙ Software installation and configuration based on the inputs of the respective teams in the stipulated time.

∙ Understand the data source of POS in Non-Native users.

∙ Suggesting the data pull mechanism complying the policies of GHIAL IT

∙ Collecting the inputs of data fields and developing the tool accordingly in coordination with vendor.

∙ Observe the data flow and validation, for a significant period post installation of tool.

∙ Declaring the outlet live post successful completion of the observation period.

∙ Resolving issues in coordination with vendor within the SLA.

∙ Ensuring the data availability for all concessionaires.

∙ Validating sales on a daily and monthly basis to ensure no discrepancy in coordination with BD.

∙ Submitting interface file to finance for billing.

∙ Sourcing MIS reports and sharing discrepancy reports to commercial team.

∙ CCTV monitoring for suspicious transactions leading to revenue leakage and reporting to commercial team.

∙ Finding void and discount transaction through EPOS reports and identify through CCTV recordings and reporting to commercial teams.

∙ Maintaining EPOS cameras and installing in all stores for RLC.

∙ Maintaining and issuing boarding pass scanners for all retailers to scan boarding pass for every transaction.

∙ Documenting and circulating to users on all new features included in EPOS.

Sign off for new concessionaires.

KEY ACCOUNTABILITIES

∙ Address user tickets

∙ Troubleshoot the issues.

∙ preventive maintenance

∙ Pro-active check of applications

∙ Record technical issues and solutions in logs.

∙ Direct unresolved issues to the next level of support personnel

∙ Help create technical documentation and manuals.

∙ Ensure data is available is up to date.

SKILLS AND KNOWLEDGE

∙ Experience in supporting various applications in an on-site environment.

∙ Experience working directly in a customer service environment.

∙ Excellent interpersonal skills are essential.

∙ Basic functional knowledge of retail and F&B applications.

Strong work ethics as well as excellent oral and written communication skills