Sr. Deployment & Support Engineer (L3)
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Job Summary
Senior Deployment & Support Engineer
Role Purpose
The Senior Deployment & Support Engineer provides technical leadership across both ManageEngine implementation projects and advanced customer support. The role is responsible for leading complex deployments ensuring configuration quality mentoring engineers resolving critical technical incidents managing vendor escalations and driving continual service improvement through problem management documentation and operational standards.
Key Responsibilities
Deployment & Implementation
Lead the technical implementation and configuration of ManageEngine solutions across assigned product lines including ITSM ITOM Endpoint Management Security Identity and Analytics.
Review customer requirements and ensure deployments align with approved solution designs and project scope.
Validate all configurations testing and technical deliverables before project handover.
Support customers during post-go-live hypercare and resolve implementation-related issues.
Collaborate with Presales on complex technical requirements solution design and scope clarification.
Conduct technical quality reviews configuration walkthroughs and deployment audits.
Develop and maintain deployment standards implementation guides and technical runbooks.
Mentor Deployment Engineers and provide technical leadership throughout project delivery.
Advanced Technical Support
Resolve the most complex technical incidents involving integrations product defects performance issues infrastructure dependencies and environment-specific challenges.
Lead ManageEngine vendor escalation cases from initiation through successful resolution including documentation communication and follow-up.
Act as the technical lead during major incidents coordinating troubleshooting and service restoration activities.
Drive Problem Management by identifying recurring issues performing root cause analysis documenting known errors and implementing preventive improvements.
Provide advanced troubleshooting support and technical guidance to L1 and L2 engineers.
Perform post-implementation health checks and support production environments to ensure long-term stability.
Contribute to continuous improvement initiatives by identifying opportunities to optimize deployment and support processes.
Requirements
Key Deliverables
Successfully configured tested and validated ManageEngine solutions.
Complete technical documentation including:
As-built documentation
Configuration guides
Installation and deployment notes
Knowledge Base articles
Runbooks
Approved technical handover documentation.
Advanced incident resolutions with documented root cause analysis and corrective actions.
Successfully managed and closed vendor escalation cases.
Problem Management records with preventive actions implemented.
Updated deployment standards troubleshooting guides and operational documentation.
Technical mentoring and knowledge transfer sessions completed.
Core Competencies
Advanced ManageEngine product expertise
Technical leadership and mentoring
Enterprise solution implementation
Advanced troubleshooting and root cause analysis
Vendor escalation management
Problem Management (ITIL)
Systems thinking
Documentation and knowledge management
Quality assurance and governance
Customer communication and stakeholder management
Tools & Technologies
ManageEngine product suite (ServiceDesk Plus Endpoint Central OpManager Applications Manager Log360 ADAudit Plus ADManager Plus PAM360 Analytics Plus and related solutions)
Zoho Desk
Zoho Projects
ManageEngine Support Portal
Log analysis and diagnostic tools
Windows Server and Linux administration
Microsoft SQL Server PostgreSQL and MySQL
Active Directory Azure AD DNS DHCP IIS
VMware and Hyper-V
PowerShell and scripting tools (preferred)
Qualifications & Experience
Bachelors degree in Computer Science Information Technology or a related discipline (or equivalent practical experience).
Minimum 5 years of experience implementing and supporting ManageEngine or equivalent enterprise IT management platforms.
Demonstrated experience leading technical implementations and mentoring engineers.
Strong expertise in enterprise infrastructure networking Active Directory endpoint management monitoring and IT Service Management.
Experience managing vendor escalations and coordinating resolution of critical incidents.
Working knowledge of ITIL Incident Problem and Change Management processes.
Excellent analytical troubleshooting communication and documentation skills.
Success Measures (KPIs)
On-time implementation delivery.
First-time deployment quality with minimal post-go-live defects.
Mean Time to Resolve (MTTR) for critical incidents.
Vendor escalation turnaround and successful closure.
Reduction in recurring incidents through effective Problem Management.
Customer Satisfaction (CSAT) during implementation and support engagements.
Documentation completeness and quality.
Team capability improvement through mentoring and knowledge sharing.
Required Skills:
Required Qualifications Education Bachelors degree in Computer Science Information Technology or related field Experience 1 years experience in IT infrastructure management cybersecurity or enterprise software solutions Experience working with enterprise IT platforms such as: Endpoint management systems Security platforms ITSM solutions Network monitoring or observability tools Technical Skills Endpoint management and security platforms IT Service Management frameworks (ITIL knowledge preferred) Network monitoring and infrastructure observability Enterprise software deployment and integration Cloud and hybrid IT environments Soft Skills Strong customer relationship management Excellent technical presentation and communication skills Problem-solving and troubleshooting capabilities Commercial awareness and ability to identify business opportunities Preferred Certifications ITIL Foundation or ITIL 4 Cybersecurity certifications (Security CISSP etc.) Vendor certifications related to enterprise IT management platforms Success Profile A successful TAM will be able to: Act as a trusted technical advisor to enterprise customers Drive solution adoption and measurable business outcomes Identify and convert growth opportunities within existing accounts Maintain high customer satisfaction and long-term partnerships
