Senior POS Payments SME Retail Payment Operations

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