At Capgemini Engineering, the world leader in engineering services, we bring together a global team of engineers, scientists, and architects to help the world’s most innovative companies unleash their potential. From autonomous cars to life-saving robots, our digital and software technology experts think outside the box as they provide unique R&D; and engineering services across all industries. Join us for a career full of opportunities. Where you can make a difference. Where no two days are the same.

Senior Engineer - Retail Operations

**Location:

- Noida / Mumbai Experience:

- **4-9 years

Choosing Capgemini Engineering means choosing a place where you’ll be empowered to shape your career, supported by a collaborative global community, and inspired to reimagine what’s possible. Join us in helping retail organizations leverage technology to drive seamless store operations and customer experiences.

Your Role

As a Senior Engineer - Retail Operations , you will be responsible for providing advanced L2 technical support for retail technology ecosystems across multiple store locations. You will troubleshoot complex issues, ensure system stability, and collaborate with cross-functional teams and vendors to maintain seamless retail operations.

In this role, you will :

- Diagnose and resolve escalated (Tier 2) incidents related to POS systems, peripherals, and store infrastructure
- Perform deep troubleshooting on retail POS platforms (e.g., Dutchie, Sweede, or similar systems)
- Manage incident and problem tickets across multiple retail locations
- Escalate critical issues to L3 teams or third-party vendors as per defined processes
- Provide support for POS systems, payment devices, and e-commerce platforms
- Troubleshoot integration issues across POS, inventory, and e-commerce systems
- Support retail hardware including printers, scanners, kiosks, and endpoints
- Perform root cause analysis (RCA) and recommend preventive solutions
- Identify recurring issues and drive continuous improvement initiatives
- Collaborate with retail operations,



product, IT, and vendor teams
- Create and maintain knowledge base articles, SOPs, and documentation
- Participate in change management and deployment validation activities
- Ensure adherence to SLAs, KPIs, and incident timelines
- Maintain accurate tracking in ITSM tools (Freshservice, ServiceNow, etc.)

Your Profile

- 4-9 years of experience in Retail IT Support / L2 Support environments
- Strong experience with retail POS systems and store technologies
- Knowledge of Windows endpoints, networking basics (LAN/WAN, TCP/IP), and retail hardware
- Familiarity with ITSM tools like Freshservice or ServiceNow
- Understanding of e-commerce and inventory integrations
- Experience working in multi-location retail or managed services environments
- Strong analytical, problem-solving, and troubleshooting skills
- Excellent communication and stakeholder management abilities
- Experience in regulated industries (pharma, healthcare, etc.) is a plus

What You’ll Love About Working Here

- Flexible work environment with hybrid/in office options (based on role requirements)
- Opportunity to work on large-scale multi-location retail systems
- Team-oriented and inclusive culture focused on innovation and growth

About Us

At Capgemini Engineering, the world leader in engineering services, we bring together a global team of engineers, scientists, and architects to help the world’s most innovative companies unleash their potential. From digital commerce to advanced retail systems, our experts deliver cutting-edge solutions that drive scalable growth and customer-centric innovation.

At Capgemini Engineering, the world leader in engineering services, we bring together a global team of engineers, scientists, and architects to help the world’s most innovative companies unleash their potential. From autonomous cars to life-saving robots, our digital and software technology experts think outside the box as they provide unique R&D; and engineering services across all industries. Join us for a career full of opportunities. Where you can make a difference. Where no two days are the same.

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