The Indian Hotels Company Limited (IHCL)
Website:
ihcltata.com
Job details:
Location: Mumbai
Function: Digital & Information Technology
Business: Khazana Stores – Taj Hotels
Experience: 8–12 years
Industry Preference: Retail / Hospitality / Luxury Retail
About the Role
Khazana-Taj is looking for an experienced and hands-on IT Manager – Retail Technology & Operations to manage and strengthen the technology ecosystem supporting its network of 40+ retail stores having roadmap to grow to 100 Stores in next few years.
The role will have end-to-end responsibility for Retail POS systems, SAP S/4HANA integration, PMS and Data Lake interfaces, store IT infrastructure, networks, end-user technology and technology partner management.
We are looking for a technology professional who combines strong technical and problem-solving capabilities with a good understanding of retail operations and can take ownership of technology issues from identification through resolution.
Key Responsibilities
Retail POS & Store Applications
- Own end-to-end management of the Retail POS platform across Taj Khazana stores, including implementation, configuration, testing, upgrades, rollout and production support
- Ensure high availability, reliability and performance of POS systems across all stores.
- Support key retail processes including billing, product/SKU masters, pricing, discounts, inventory, GST/taxation, returns, payments and settlements.
- Diagnose POS-related functional and technical issues and drive timely resolution.
- Identify recurring issues, undertake Root Cause Analysis (RCA) and implement permanent corrective actions.
SAP S/4HANA & Enterprise Integrations
- Manage and support integration between the Retail POS platform and SAP S/4HANA, covering sales, inventory, taxation, payment, settlement and financial transactions.
- Monitor interfaces and resolve failed, incomplete or incorrect transactions between systems.
- Work closely with SAP functional, technical and integration teams for enhancements and production support.
- Coordinate testing, UAT, cutover and go-live activities for application and integration changes.
- Ensure appropriate reconciliation and data consistency between POS, SAP and other downstream applications.
PMS, Data Lake and other Integrations
- Support and troubleshoot integrations between POS, Property Management Systems (PMS), Loyalty systems , Gift Card systems for Taj Khazana stores operating within hotel environments.
- Resolve interface and transaction-posting issues across POS, PMS and related hotel applications.
- Oversee the integration of retail transactional data with the enterprise Data Lake and downstream analytics/reporting platforms.
- Work with application, integration and data teams to investigate missing, duplicate or inconsistent data and drive resolution.
Store IT Infrastructure & Network Operations
- Manage technology operations across 40+ geographically distributed retail stores.
- Troubleshoot store IT infrastructure including LAN/WAN, Wi-Fi, internet connectivity, POS terminals, desktops/laptops, printers, barcode scanners, payment devices and other retail peripherals.
- Coordinate with central Network, Infrastructure, Cybersecurity and Application teams for resolution of complex incidents.
- Ensure appropriate asset management, endpoint security, patching, access control and technology compliance across stores.
- Manage telecom, infrastructure and technology service providers to ensure agreed service levels.
New Store Openings
- Take ownership of complete IT readiness for new Taj Khazana store openings.
- Coordinate network connectivity, POS hardware/software deployment, payment devices and other store technology.
- Ensure POS-SAP, PMS and Data Lake integrations are configured and tested, wherever applicable.
- Coordinate UAT, go-live support and post-implementation stabilization.
- Develop and maintain standardized technology deployment and readiness checklists for new stores.
IT Operations, Governance & Vendor Management
- Act as the central IT SPOC for Khazana retail operations.
- Manage incidents and service requests and ensure resolution within agreed SLAs.
- Coordinate effectively with Retail Operations, Finance, Hotel IT, Digital & IT, SAP/Application teams and external technology partners.
- Manage POS, application, infrastructure, network and integration vendors and drive accountability for service delivery.
- Conduct periodic service reviews and monitor vendor performance.
- Maintain operational dashboards covering system availability, critical incidents, interface failures, SLA performance, security compliance and store IT readiness.
Candidate Profile
Education
- Diploma / B.E. / B.Tech in Computer Science, Information Technology, Electronics, Engineering or a related discipline.
Experience & Skills
- 8–12 years of overall IT experience, preferably in Retail and/or Hospitality.
- Strong hands-on experience in Retail POS implementation, rollout and production support. Experience of working with Wondersoft POS will be prefreed
- Experience managing IT operations across multiple stores, outlets or geographically distributed locations.
- Good working knowledge of SAP S/4HANA and POS-SAP integrations.
- Experience with PMS integrations, Data Lake platforms, APIs and middleware/integration technologies would be an advantage.
- Strong troubleshooting capabilities across applications, integrations, networks and IT infrastructure.
- Good understanding of retail business processes including inventory, product/SKU masters, pricing, taxation, payments and settlements.
- Experience in incident management, problem management, RCA, SLA management and vendor management.
- Understanding of cybersecurity, access controls, endpoint security and technology compliance in a retail environment.
What We Are Looking For
The ideal candidate will be:
- Hands-on, technically strong and solution-oriented
- Able to take end-to-end ownership of technology issues rather than relying entirely on vendors
- Comfortable working across applications, integrations, infrastructure and networks
- Capable of supporting a large, geographically distributed retail environment
- Strong in stakeholder and vendor management
- Able to handle critical production incidents with urgency and structure
- Effective at translating technical issues into business impact and actionable solutions
- Customer and operations focused, with an appreciation of the importance of technology availability in a premium retail and hospitality environment
- Willing to travel to stores/hotels as required
Preferred Background
Candidates with experience in multi-location retail, luxury retail, hospitality retail, hotel technology or similar customer-facing businesses will be preferred.
Hands-on exposure to an ecosystem comprising Retail POS + SAP S/4HANA + PMS + enterprise integrations + store infrastructure will be a strong advantage.
Click on Apply to know more.
