Istanbul, Türkiye
Lead a cross-functional IT team responsible for the stability, development, and optimization of in-store payment system across 50+ retail locations. Act as Product Manager for the SaaS Payment System platform, defining the product vision, roadmap, and feature prioritization in alignment with business and user needs. Manage end-to-end payment processes, including POS, self-checkout, and mobile payment integrations with banks and fintech partners. Collaborate with stakeholders from retail, finance, and e-commerce teams to ensure high availability, compliance (PCI-DSS), and seamless customer experience. Supervise system upgrades, vendor relations, and version releases to maintain operational excellence and reduce downtime. Analyze technical requirements and create detailed development scopes for new features. Manage the hardware lifecycle of payment devices, including new device referencing, testing, and rollout across stores. Oversee incident resolution and root-cause analysis for both hardware and software issues to ensure system stability and business continuity. Handle procurement, vendor relations, and budgeting for all payment-related hardware and infrastructure within the IT department.
Led a team of helpdesk technicians, ensuring timely and efficient resolution of technical support tickets. Monitored team performance metrics (SLAs, ticket resolution time, CSAT) and implemented improvements to increase efficiency. Trained and mentored new helpdesk staff, fostering a high-performing and collaborative support environment. Coordinated escalation procedures for critical incidents, minimizing downtime and ensuring business continuity. Standardized support documentation and knowledge base articles to improve first-contact resolution rates. Collaborated with IT infrastructure and application teams to resolve recurring issues and identify root causes. Implemented ticket prioritization strategies to handle high-volume periods effectively. Ensured compliance with IT policies, security protocols, and data privacy standards. Prepared regular reports on team productivity, issue trends, and customer satisfaction for IT leadership. Oversaw IT support operations for 50 retail locations and over 3,000 end users, ensuring high service availability and consistent support delivery across all sites.
Performed UAT (User Acceptance Testing) for POS software updates, identifying bugs and reporting them for resolution before production rollout. Provided Level 2 support for POS-related issues, working closely with software vendors and internal teams to resolve escalated problems. Analyzed system errors and recurring issues, contributing to root cause analysis (RCA) and implementing long-term fixes. Maintained and monitored store IT infrastructure, including POS systems, network devices, printers, and end-user hardware. Documented technical processes and created knowledge base articles to assist Level 1 support and reduce ticket volume. Monitored daily store IT operations and proactively addressed issues to minimize downtime and support business continuity. Supported rollout of new software and hardware components, including testing, deployment, and post-deployment support. Collaborated with cross-functional teams during store opening projects, including construction, operations, and finance departments. Acted as the IT "Godfather" for assigned stores, providing ongoing support, maintenance, and issue resolution for local systems and users. Coordinated all IT infrastructure setup and system deployment for two new store openings, ensuring on-time and error-free go-live.