Lead Specialist - TSC

About the role

When you join us, you'll embrace ownership as teams within specific product areas take responsibility for end-to-end solution delivery, supporting local teams and integrating new digital assets. Challenge yourself by contributing to products deployed across our extensive network of convenience stores, processing over a billion transactions annually.

What you'll do

• Serve as the primary technical lead and subject matter expert (SME) for TSC and EMS operations
• Provide advanced technical support and guidance for complex incidents affecting stores, business users, enterprise applications, and infrastructure services
• Act as the highest technical escalation point before engaging engineering or resolver groups
• Lead technical troubleshooting efforts for critical incidents, ensuring rapid diagnosis, containment, and resolution
• Coordinate major incident bridge calls and facilitate collaboration among support, infrastructure, application, and vendor teams

What you need

• 8–12 yrs of experience
• Customer service
• Root cause analysis
• ITIL
• POS
• Escalation handling
• JIRA
• Any graduate

Good to have

• Performance management
• ServiceNow
• Splunk
• SOP writing
• Network security
• Preventive maintenance