Senior Application Engineer - Installation - Level-2

Requirements:

• Typically requires 4-5 years of experience in technical support, application engineering, software troubleshooting, or installation/deployment activities.

• Bachelor’s degree in IT, Computer Science, or a related field, or equivalent work experience.

• Experience with SQL Server, system configuration, and deployment activities.

• Strong working knowledge of IQ documentation, validation processes, and regulated software environments.

• Proficiency in Windows Server, IIS, and network configuration concepts.

• Experience supporting multi-environment deployments, including DEV, VAL, PROD, and other customer environments.

• Strong troubleshooting skills with the ability to analyze installation failures, logs, and environment behavior.

• Good written and verbal communication skills, with the ability to explain technical topics to internal technical and non-technical stakeholders.

• Familiarity with change management, release planning, patch installation, and enterprise software lifecycle processes.

• Ability to work independently on assigned activities while escalating risks and blockers appropriately.

• Experience supporting or mentoring junior team members is preferred.

Responsibilities:

Knowledge & Application:

• Execute new instance installations, upgrades, patch installations, and deployments across customer environments.

• Support and maintain accurate records of installed customer versions, ensuring traceability and version control.

• Prepare, execute, and support Installation Qualification (IQ) documentation and other QMS-required records for deployment and upgrade activities.

• Follow installation playbooks, work instructions, best practices, and standard operating procedures.

• Ensure that assigned deployment activities adhere to security, compliance, and regulatory requirements.

• Support incident resolution related to deployment failures, software compatibility, configuration discrepancies, and installation issues.

• Maintain up-to-date knowledge of system architecture, validation procedures, installation steps, troubleshooting methods, and customer environment requirements.

• Ensure that mandatory fields in the ticket system are populated accurately and meaningfully to support reporting, traceability, and cross-functional analysis.

Complexity & Problem-Solving:

• Troubleshoot installation and deployment issues, including analysis of logs, configuration settings, environment behavior, and application errors.

• Perform first-level and detailed technical analysis for installation-related bugs, defects, and deployment failures.

• Support root cause analysis and provide resolution recommendations for assigned technical issues.

• Identify and resolve configuration discrepancies between customer environments.

• Support optimization of installation workflows to reduce deployment time and improve execution quality.

• Maintain adherence to quality control processes, ensuring validated installations and system integrity.

• Participate in problem-management initiatives to help reduce recurring installation issues.

• Support critical deployments by providing technical assistance to minimize downtime and customer disruption.

• Contribute to initiatives that improve adherence to Service Level Agreements (SLAs) and customer satisfaction.

Collaboration & Interaction:

• Work closely with Team Leads, managers, internal technical teams, SaaS/Cloud, QA, Engineering, and customer-facing stakeholders to complete installation activities.

• Coordinate assigned tasks with team members to ensure installation deadlines and quality expectations are met.

• Provide technical guidance to junior team members when required.

• Share knowledge and lessons learned from installation activities, troubleshooting outcomes, and customer environment scenarios.

• Communicate clearly with internal stakeholders regarding installation status, blockers, risks, and next steps.

• Support review of installation deliverables, work instructions, and execution records.

• Contribute to team knowledge, process adherence, and continuous improvement activities.

Other Activities and Responsabilities, as per VG QMS:

• Responsible to Prepare impact analysis for defects for the Patch Set

• Responsible for bug fixing and enhancement for the Patch Set

• Responsible for code review and unit testing for the Patch set release

• Responsible for patch preparation in Source integrity system

• Responsible for patch installation in client environment.

• IQ documentation and execution in QMS

• Assign and track the task to team members. Code review and approve the team member task with verification documents in Source integrity system

• Discover training needs and provide coaching to team members. Listen to team members’ feedback and resolve any issues or conflicts

• Set clear goals for every task. Delegate tasks and set deadlines if any team members not present.

• Communicate clear instructions to team members about tasks.

• Provide the technical details to team members Discover training needs and provide coaching to team members, delegate tasks and set deadlines.

• Responsible for reviewing Project deliverables.

• Responsible for performing CAPA for bug/ defect with root cause analysis.

• Responsible for first level of bug/ defect analysis.

• Prepare impact analysis, bug fixing and enhancement, code review and unit testing, patch preparation in Source integrity system, and patch installation, IQ documentation and Execution.

• Responsible to review the work instruction document.