Subject Matter Expert (Support&Ops;)

Experience: 8 to Not Available years

Location: Gurugram, India

Skills: IT service management, POS, payment devices, store network, inventory scanners, mobile solutions, printers, ITIL, Windows, Mac, iOS, Android, networking, audio-video, stakeholder management, multitasking, vendor management, SOWs, Change Notes, Agile

Job Summary
Job Description: Retail Service Manager - EM
Position Overview
The Retail Service Manager will be working 5 days a week from Gurugram – client location. He/she will be responsible for ensuring all retail stores operate smoothly from an IT perspective. This role manages day-to-day IT support, incident resolution, service delivery, store openings/closings, POS system stability, and coordination with vendors and central IT teams. The retail service manager acts as the primary point of contact for store operations regarding IT systems, ensuring minimal downtime and excellent in-store customer experience.

Key Responsibilities
1. IT Service Delivery & Support
• Manage end-to-end IT support for retail stores (POS, payment terminals, network, Wi-Fi, printers, handheld devices, tablets, digital screens, etc.)
• Ensure timely resolution of incidents, service requests, and escalations.
• Monitor store system performance and take proactive actions to avoid service interruptions.
• Coordinate with central/global IT teams on system outages, updates, and releases.
2. Vendor & Partner Coordination
• Manage relationships with service providers, hardware vendors, and field support technicians.
• Ensure vendors meet SLA commitments for onsite visits, repairs, and maintenance.
• Review vendor performance and escalate issues when needed.
3. Store Projects & Deployments
• Support recent store openings, relocations, and refurbishments from an IT standpoint.
• Oversee installation of POS systems, network setups, cabling, security systems, and store technology.
• Coordinate upgrades, migrations, and hardware refresh cycles across stores.
4.



Incident & Problem Management
• Track recurring issues and drive root cause analysis.
• Implement long-term fixes to improve system reliability and reduce downtime.
• Maintain IT documentation, playbooks, procedures, and knowledge articles for store support.
5. Compliance, Security & Standards
• Ensure all store IT equipment and processes comply with corporate IT and security policies.
• Maintain inventory of store IT assets and ensure proper lifecycle management.
6. Communication & Stakeholder Management
• Serve as the primary IT contact for Retail Operations, Store Managers, Partners & internal IT team.
• Communicate planned maintenance, outages, and upgrades clearly and timely.
• Provide regular updates to management on store IT performance, risks, and improvement plans.

Required Skills & Qualifications
• Bachelor’s degree in information technology, Computer Science, or related field (or equivalent experience).
• 8+ years of experience in IT service management or support, preferably in retail organization
• Strong understanding of retail systems: POS, payment devices, store network, inventory scanners, mobile solutions, printers.
• Experience with ITIL processes (Incident, Change, Problem Management).
• Knowledge of Windows, Mac, iOS/Android devices, networking basics, and audio-video.
• Excellent coordination, communication, and stakeholder management skills.
• Ability to multitask, prioritize, and operate in fast-paced retail environments.
• Experience working with external vendors and service providers.
• Able to drive customer Visits and present the overall work done.
• Analytically enough to present and discuss topics for further optimization and Service Improvement.
• Active contribution in Budgeting exercise.
• Should have good knowledge & understanding of SOWs, Change Notes/Requests.
• Ability to drive the team ensuring timelines and quality of deliverables.
• Should understand industry standard processes and procedures to run a Remote offshore IT operation.

Other Requirements
Agile ways of working

📌 Subject Matter Expert (Support&Ops) (Gurugram)
🏢 HCL Technologies
📍 Gurugram