Sr. Deployment & Support Engineer; L3

Muscat, Sultanate of Oman | Posted on 06/29/2026

Department: CTOps – Service Delivery & Customer Support

Reports To: Service Delivery Manager / Lead Support Engineer

Level: L3

The Senior Deployment & Support Engineer provides technical leadership across both Manage Engine 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 Manage Engine 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 Manage Engine 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 Manage Engine solutions.
• Complete technical documentation, including:
  • 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 Manage Engine product expertise
• Technical leadership and mentoring
• Advanced troubleshooting and root cause analysis
• Systems thinking
• Documentation and knowledge management
• Quality assurance and governance
• Customer communication and stakeholder management

• Manage Engine product suite (Service Desk Plus, Endpoint Central, OpManager, Applications Manager, Log
  360, ADAudit Plus, ADManager Plus, PAM
  360, Analytics Plus, and related solutions)
• Manage Engine Support Portal
• Log analysis and diagnostic tools
• Windows Server and Linux administration
• Microsoft SQL Server, PostgreSQL, and MySQL
• VMware and Hyper‑V
• Power Shell 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 Manage Engine 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.

• 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.