IT Manager – Retail Technology & Operations | Taj Khazana
The Indian Hotels Company Limited (IHCL) · Posted Nov 2
Hotels, resorts, luxury palaces, wellness retreats, and in-flight catering services
Mumbai Metropolitan RegionFull-timeOnsiteSenior Level8–12 years₹20.0L–₹32.0L yearly<25 applicants
HospitalityHotelsResortsFood & BeverageCateringPublic Company
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About the role
Taj Khazana is the retail arm of Taj Hotels, operating 40+ stores with plans to grow to 100. The IT Manager – Retail Technology & Operations will own the technology ecosystem supporting stores, including Retail POS, SAP S/4HANA and PMS/Data Lake integrations, store infrastructure and networks, and technology partners. The role is based in Mumbai and covers production support, new store IT readiness, governance and vendor management.
What you will do
- 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.
- 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.
- 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.
- 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.
- 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.
- 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.
Skills used in this role
What the employer is looking for
- Diploma / B.E. / B.Tech in Computer Science, Information Technology, Electronics, Engineering or a related discipline.
- 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.
Preferred qualifications
- Industry Preference: Retail / Hospitality / Luxury Retail
- 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.
Benefits and support
- Compensation and benefits are detailed in the job posting
About The Indian Hotels Company Limited (IHCL)
The Indian Hotels Company Limited (IHCL) is an Indian multinational hospitality company that manages a broad portfolio of hotels, resorts, jungle safaris, palaces, spas, and in-flight catering services. Founded by Jamsetji Tata in 1902 and part of the Tata Group, IHCL operates iconic brands such as Taj, SeleQtions, Vivanta, and Ginger. With properties spanning multiple continents and countries, it is South Asia's largest hospitality enterprise anchored by its flagship property, The Taj Mahal Palace in Mumbai.
- Industry
- Hospitality
- Company size
- 10001+ employees
- Founded
- 1902
- Location
- Mumbai, Maharashtra, India
- Funding stage
- Public Company
Funding
Public Company
Tata Sons
Leadership
NC
Natarajan Chandrasekaran
Chairman
PC
Puneet Chhatwal
Managing Director & Chief Executive Officer
AD
Ankur Dalwani
Executive Vice President & Chief Financial Officer
Recent coverage
The Economic Times
IHCL Q2 Results: Tata Group-owned hotel chain's net profit jumps to Rs 380 crore2026-10-21
IHCL Pressroom
IHCL to expand brandscape under Accelerate 2030 strategy targeting 700+ hotels2026-10-21