Production Support Engineer

About the Company

Landmark Digital is the dynamic digital arm of Landmark Retail, serving as the cornerstone of our omnichannel business strategy. Headquartered in Dubai, UAE, with a strong technology and development hub in Bengaluru, we build and scale digital products, platforms, and experiences that power our retail businesses across multiple markets.

Requirements

• Java based Application
• Springboot
• Migration planned to React Native
• Oracle Retail Store Inventory Management (SIM)
• Oracle Database (SQL, PL/SQL)
• Linux
• Incident & Problem Management
• Root Cause Analysis (RCA)
• Application Monitoring & Troubleshooting

Key Responsibilities

Production Support & Incident Management

• Provide L2 support for retail store applications, including SIM, Task Management, RFID systems, and the Sahla mobile app.
• Manage User Access queries, ensuring store colleagues have the correct role provisioning, permissions, and authentication to perform their duties.
• Analyze, troubleshoot, and resolve store-impacting incidents within defined SLAs to prevent disruption to customer service.
• Perform incident triage, impact assessment, and root cause analysis (RCA) for retail operations issues.
• Monitor application health, interfaces, store backend services, and inventory batch processes.
• Escalate complex issues to L3/development teams or third-party vendors and track them through to resolution.

Application & Infrastructure Support

• Support retail backend applications hosted on Azure Kubernetes, Linux based environment.
• Investigate application, performance, and integration-related issues between store apps (SIM, Sahla), RFID middleware, POS, and central ERP systems.
• Validate production deployments (including phased store rollouts) and support release activities.
• Coordinate with infrastructure, network (e.g., store Wi-Fi/connectivity), and DBA teams during critical incident resolution.

Database Support

• Troubleshoot Oracle database-related issues affecting store inventory, task routing, and transactions using SQL and PL/SQL.
• Analyze query performance and identify database bottlenecks that impact store application responsiveness.
• Support data validation, stock reconciliation, issue investigation, and approved production data fixes.

Mobile Application & Hardware Support

• Support the Sahla Native Android application, RFID handheld scanners, and their backend integrations.
• Investigate mobile application crashes, offline/online synchronization issues (e.g., during stock counts), and performance concerns on the shop floor.

Continuous Improvement

• Identify recurring store tech issues and drive permanent fixes through problem management.
• Create and maintain SOPs, knowledge base articles, and troubleshooting guides to empower L1/Helpdesk teams and store staff.
• Participate in operational reviews and support process improvements to continuously elevate the retail technology experience.