Role Summary

L3 SME responsible for advanced production support, defect resolution, and engineering‑level fixes across the PDI technology stack (ERP, POS integrations, fuel, logistics, back‑office). Owns escalations, RCA, vendor coordination, and platform stability within the EGA Managed Services model.

Key Responsibilities (L3)

Act as final escalation (L3) for PDI production issues.

Perform deep RCA across application, integration, data, and batch failures.

Debug and implement code/config/data fixes for PDI modules.

Support patches, upgrades, and environment changes (impact + validation).

Troubleshoot integrations: POS, fuel systems, payments, loyalty, logistics.

Coordinate with PDI vendor support for product defects and fixes.

Maintain L3 SOPs/runbooks and enable KT to L2 teams.

Ensure SLA/KPI adherence and support service governance.

Must Have one or more:

•PDI Client (BOS) – PDI Enterprise Store System – PDI

•PDI Commerce API – Integration between POS & back office system – PDI

•PDI Enterprise (HOS) – PDI Enterprise HO system – PDI

•PDI Enterprise Web – PDI web client – COTS

•PDI FocalPoint – PDI reporting tool – COTS

•PDI Handheld – PDI store level item management – PDI

•PDI MarketLink – PDI tobacco reporting tool – COTS

•PDI RSM – Supporting handheld – PDI