Retail POS Ecosystem - Senior Application & Infrastructure Support Leader

As a Retail POS Ecosystem - Senior Application & Infrastructure Support Lead , you will be responsible for ensuring the stability, performance, and continuous improvement of a mission-critical retail POS ecosystem.

You will oversee Windows-based environments, IIS-hosted applications, Azure integrations, and distributed retail infrastructure, while acting as the highest escalation point for complex incidents and leading a team of support engineers.

RESPONSIBILITIES

• Administer and troubleshoot Windows Server environments and Microsoft IIS hosting .NET applications and APIs
• Manage IIS application pools, server farms, and background job/task scheduling systems
• Ensure optimal configuration of proxy and antivirus exclusions for IIS and SQL environments
• Perform proactive database performance tuning : Index fragmentation management, Deadlock resolution, Optimisation of high-cost queries
• Maintain database stability and support performance improvements across environments
• Maintain integrations with Microsoft Azure services (Load Balancer, Key Vault, Event Hubs, Blob Storage, Azure AD)
• Support hybrid architecture between on-premise/store environments and cloud platforms
• Configure and troubleshoot load balancing solutions (e.g., Microsoft ARR)
• Manage SSL offloading, routing rules, health checks, and session persistence
• Troubleshoot network connectivity, firewall rules, and VPNs across distributed retail locations
• Monitor network latency and bandwidth to meet performance targets (<100ms response time)
• Support and troubleshoot modern authentication protocols: OpenID Connect, OAuth 2.0, Single Sign-On (SSO)
• Ensure compliance with enterprise security policies and access management standards
• Oversee complex multi-environment deployments (Dev, QA, Pre-Prod, Production)
• Manage multi-versioning and application upgrade cycles
• Ensure smooth rollout and rollback strategies
• Support integration of retail hardware peripherals: Receipt printers, Barcode scanners, Payment terminals
• Work with standard device protocols (OPOS / POS for .NET)
• Oversee deployment of Mobile POS (iOS) and Inventory devices (Android) using MDM solutions
• Act as the highest escalation point for complex incidents and system outages
• Conduct rapid root-cause analysis and drive permanent resolutions
• Ensure high availability and reliability of mission-critical systems
• Lead and mentor a team of support engineers
• Foster a culture of knowledge sharing, proactive monitoring, and continuous improvement
• Implement process and architectural enhancements based on incident learnings
• Collaborate with IT infrastructure teams, business stakeholders, and external vendors
• Translate technical issues into clear, actionable insights for non-technical audiences
• Provide regular updates on system health, risks, and improvements

PROFILE

• Minimum Bachelors degree in IT/Computer Science or other relevant discipline
• Experience in retail POS systems and store technology ecosystems
• Exposure to multi-country deployments and distributed architectures
• Knowledge of monitoring and observability tools (e.g., Splunk, ELK, Azure Monitor)
• Strong expertise in Windows Server administration and IIS
• Solid experience with .NET applications and web APIs hosting
• Hands-on experience in database performance tuning (SQL Server)Experience with Azure services and hybrid cloud environments
• Knowledge of load balancing (ARR), networking, VPNs, and firewalls
• Experience with authentication protocols (OAuth, OpenID Connect, SSO)Familiarity with device integration (POS hardware, OPOS, MDM solutions)
• Proven experience managing production support for mission-critical systems
• Strong troubleshooting and root-cause analysis skills under pressure
• Experience handling large-scale, distributed retail environments
• Strong leadership and mentoring capabilities
• Excellent communication skills with both technical and business stakeholders
• Ability to operate in high-pressure, fast-paced environments