Custom Software Engineer

Project Role : Custom Software Engineer
Project Role Description : Develop custom software solutions to design, code, and enhance components across systems or applications. Use modern frameworks and agile practices to deliver scalable, high-performing solutions tailored to specific business needs.
Must have skills : Retail Industry
Good to have skills : NA
Minimum 7.5 year(s) of experience is required
Educational Qualification : 15 years full time education

JJob Description Retail AMS L2 Support Lead Global
Role Overview
We are seeking an experienced Retail AMS L2 Support Lead with approximately 10 years of experience to manage application support across global retail landscapes AMER EMEA APAC The role requires strong functional expertise in retail systems and the ability to lead distributed L2 teams ensuring high service quality and business alignment
Key Responsibilities
Lead and manage L2 support operations for Retail applications POS Merchandising Supply Chain Omnichannel systems across multiple geographies
Act as the primary SPOC between business stakeholders regional teams and IT service providers
Ensure SLA adherence incident resolution problem management and service quality compliance across regions
Coordinate with L1 L15 L3 teams for effective incident triage and resolution
Drive governance cadence including service reviews KPI tracking and reporting to stakeholders
Manage cross domain and cross geography issues ensuring timely resolution and communication
Support minor enhancements releases and change management activities with minimal business disruption
Analyze recurring issues and lead root cause analysis RCA and problem management initiatives
Drive continuous improvement initiatives including automation process optimization and cost efficiency
Ensure alignment of AMS support with business priorities and regional needs
Collaborate with business teams to define and track domain KPIs and customer experience metrics
Manage risk identification mitigation and escalation for domain specific issues
Required Skills and Experience
Approximately 10 years of experience in Retail IT support AMS with strong exposure to L2 support operations
Hands on experience in Retail systems POS for example Xstore store systems merchandising platforms
Experience managing global support teams across AMER EMEA and APAC time zones
Strong understanding of ITIL processes Incident Problem Change Service Request
Proven ability to manage stakeholders and client communication in a multi vendor environment
Experience in handling high volume ticketing environments and SLA driven delivery models
Strong analytical and troubleshooting skills with focus on business continuity
Familiarity with tools like ServiceNow Jira or equivalent ticketing platforms
Leadership and Behavioral Competencies
Strong stakeholder management and communication skills
Ability to lead distributed teams and manage cultural and geographical diversity
Proactive problem solving mindset with focus on service excellence
Capability to drive transformation and continuous improvement in AMS delivery
Strong ownership accountability and decision making skills
Nice to Have
Experience in large scale Retail AMS programs or transformation engagements
Exposure to omnichannel retail ecommerce integrations or SAP Retail ecosystem
Knowledge of automation RPA AI Ops in AMS support

15 years full time education

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