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.
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.
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.
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.
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
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)
Bachelor's 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.
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.
Digital Waves It Solutions
Digital Waves IT Solutions proudly leads the market in Oman as the Gold Partner for ManageEngine IT Solutions, showcasing our dedication to delivering top-tier IT service and innovation.
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