Level 2 support Engineer

Support coverage: 16 x 7. Coverage IST night (US Business hours) .
This role requires working exclusively during India night shifts and the job is to support retail customer store operations.Any SMEs with prior experience in handling end-to-end store operations with excellent communication skills will be a perfect fit for these positions.Must have excellent communication skills, be polite and should be professional in terms of handling store agents.Retail store support operations interacting with store agents over calls, e-mails, slack channels.Experience in handling/supporting POS (Point of Sales) systems & peripherals.Any RFID platform used for inventory operations in stores (receiving, sending, transfers)Should be able to perform / execute SOPs, follow the incidents/Problems, escalate the Issues to L3 SMEs, update ServiceNow ticketing systems.Should have monitoring experience by leveraging any observability tools for store applications/ operations.Must have knowledge in ITIL framework, specifically on Alerts, Incident, Change management, CAB etc.Should be able to lead P1 calls, collaborate with L3 SMEs till closure of Root Cause Analysis (RCA).Should know how to work with the Dev team, cross functional teams, across time zones.Should be able to collaborate with Hardware vendors & store /IT support team.