POS Technical Support & Clients Relation Senior Manager

Job DescriptionThe role is responsible for end‑to‑end POS application and system support, including implementation, maintenance, certification, testing, and upgrades, while ensuring stable operations across POS applications, servers, networks, and databases. It oversees vendor and client coordination, provides 24/7 technical support, manages POS maintenance activities, inventory and spare parts, and ensures timely resolution of incidents. The role also leads maintenance team operations, training, performance management, and documentation to maintain high service quality and operational efficiency.ResponsibilitiesPOS Systems, Infrastructure & Network Operations Lead and coordinate with POS vendors throughout POS application modification, implementation, certification, and maintenance phases, ensuring alignment with acquiring business requirements and scheme standards. Own POS application lifecycle management, including testing, debugging, certification with payment schemes, upgrades, enhancements, and ongoing maintenance. Provide end to end POS applications, system, and operational support, covering POS deployment, live operations, profile configuration, and issue resolution. Operate, monitor, and maintain POS systems and infrastructure, including POS servers and related platforms (TMS, POS Concentrators), ensuring high availability and performance. Manage network connectivity, troubleshoot communication issues, and coordinate with service providers to ensure stable POS connectivity. Act as a key interface between clients, vendors, and internal stakeholders for new POS and acquiring projects, ensuring timely delivery and stakeholder alignment. Serve as an escalation point for client requests and complaints related to POS services, ensuring issues are tracked, resolved, and communicated effectively. Maintain and generate reports from POS databases (MSSQL) to support operational monitoring, analysis, and decision making. Test, implement, and deploy new POS technologies, solutions, and enhancements in line with acquiring strategy and market needs. Take ownership of Acquiring Operations initiatives, leading and driving automation, digitization, and process transformation projects to improve operational efficiency, control, and scalability. Identify opportunities for system optimization, workflow automation, and digital transformation across POS operations and maintenance functions, and lead their execution. Provide clear and structured technical and operational documentation for projects, processes, and systems as required. Provide 24/7 on call support to ensure business continuity and minimal service disruption.POS Maintenance & Operations Leadership Manage all POS Maintenance Department activities to ensure operational objectives, SLAs, and quality service targets are achieved. Provide comprehensive training and technical guidance to maintenance teams across all functions. Oversee ticketing, tracking, and maintenance systems to ensure accurate follow up, accountability, and closure of field issues. Monitor, manage, and control spare parts inventory, including forecasting, procurement, stock optimization, and inventory tracking systems. Perform technical analysis of recurring and major maintenance issues to identify root causes, reduce failure points, and improve system reliability. Plan and manage task scheduling, workload distribution, and performance evaluation for maintenance teams. Develop and maintain maintenance lifecycle documentation and prepare structured monthly operational and performance reports for management review.QualificationsExperience & QualificationsEngineering graduate preferably in Electronics & Communications or related field.5-7 years of experience in POS, acquiring, or electronic payments industry, with hands‑on exposure to POS applications and operations.Proven experience in POS systems implementation, maintenance, and live operations.Strong exposure to acquiring operations, payment schemes, and POS certification processes.Experience in automation, system optimization, or digital transformation initiatives is a strong advantage.Technical & Professional SkillsExcellent knowledge of POS systems, operating systems, and POS server environments.Strong command of SQL databases (MSSQL) for reporting, analysis, and operational monitoring.Very good command of Microsoft Office tools (Excel, Word, PowerPoint, Outlook, Project).Solid experience in testing, quality assurance, and production support environments.Strong understanding of network connectivity and communication troubleshooting.Behavioral & Leadership SkillsStrong problem‑solving and analytical skills.Ability to work under pressure and manage multiple priorities.Excellent communication and stakeholder management skills.Proven team leadership and mentoring capabilities.Strong customer‑centric mindset with experience in service delivery and escalation handling.Very good command of English (verbal and written).