XStore Application Support
Job Description
Job Title: XStore Application Support SpecialistLocation: Dubai - UAE
Role Summary: Contract 6 months extendable
We are seeking a highly experienced Level 3 XStore Application Support Specialist to assist with the technical support and maintenance of the Oracle XStore POS application. This role acts as the final escalation point for complex incidents, driving root cause analysis, long-term fixes, and overall stability of store systems.The ideal candidate will bring deep technical expertise in XStore POS Suite, strong understanding of retail operations, and proven experience supporting mission-critical retail applications in a dynamic, high-volume environment.
Key Responsibilities:
Serve as the Level 3 escalation point for all complex Oracle XStore POS-related incidents and problems across stores.
Drive root cause analysis (RCA) and implement permanent resolutions for recurring or high-impact issues.
Coordinate with internal IT teams (infrastructure, network, database) and external vendors to resolve deep technical issues.
Support and maintain integrations with adjacent systems, including Oracle XOCS, CRM, Inventory, and Finance systems.
Review system logs, debug application errors, and analyse transaction failures and data flow discrepancies.
Act as technical SME during patch deployments, version upgrades, system migrations, and change implementations.
Oversee application health monitoring and ensure high availability of store systems.
Support UAT efforts, pilot rollouts, and post-deployment verifications.
Maintain and update detailed technical documentation, including SOPs, configuration guides, and support runbooks.
Provide technical guidance and mentoring to L1 and L2 support teams.
Participate in 24/7 on-call rotation and provide after-hours/weekend escalation support as necessary.
Collaborate with the business to understand operational challenges and translate them into technical solutions.
Ensure compliance with IT security standards and best practices related to POS systems.
Preferred Qualifications & Skills:
Extensive experience with Oracle XStore POS (v21 and above preferred) and associated modules (EFTLink, XOCS).
Strong understanding of retail business processes and in-store operations.
Working knowledge of Oracle Retail Suite modules such as RMS, RPM, ReSA.
Hands-on experience with POS peripheral support (printers, cash drawers, scanners, PED, etc.).
Familiarity with middleware tools, APIs, and integration troubleshooting.
Experience working in ITIL-based environments and using ITSM tools like ServiceNow.
Strong analytical, debugging, and problem-solving skills.
Other Requirements:
Flexibility to work outside standard hours during critical incidents, go-lives, or patch deployments.
Strong written and verbal communication skills to collaborate with both technical and non-technical teams.
High attention to detail and a proactive approach to issue prevention and continuous improvement.