Project Role : Packaged/SaaS Application Engineer

Project Role Description : Configure and support packaged or SaaS applications to adapt features, manage releases, and ensure system stability. Use standard tools, APIs, and low-code platforms to align solutions with business needs while preserving compatibility and performance.

Must have skills : Life Sciences R&D

Good to have skills : NA

Minimum 3 Year(s) Of Experience Is Required

Educational Qualification : 15 years full time education

Summary:

As a Packaged or Software as a Service Application Engineer, a typical day involves configuring and supporting packaged or cloud-based applications to meet evolving business requirements. This role includes managing software releases, ensuring the stability and performance of systems, and utilizing various tools and platforms to customize solutions. The position requires continuous alignment of application features with organizational needs while maintaining compatibility across different environments. Collaboration with stakeholders to address operational challenges and optimize application functionality is a key aspect of daily activities.

Roles & Responsibilities:

Operational Support & Issue Management

Lead day-to-day operational support for Regulatory IT systems, ensuring high availability and system reliability.

Act as a hands-on problem solver, proactively driving issue investigation, root cause analysis, and resolution.

Own and manage Incident Management and Problem Management processes in alignment with ITIL best practices.

Ensure timely communication, escalation, and closure of incidents impacting business operations.

Coordinate closely with vendors, internal IT teams, and business stakeholders to resolve system issues efficiently.

GxP & Compliance Support

Support GxP-regulated applications, ensuring adherence to validation, compliance, and data integrity requirements.

Assist with audit readiness activities, including documentation support, evidence collection, and response coordination.

Ensure operational activities comply with SOPs, change control, and regulatory expectations.

System & Application Support

Provide operational support for Document Management Systems (e.g., Documentum) and publishing/submission systems such as TRS, Lorenz, Axway, and related platforms.

Support job monitoring, queue management, and system health checks to proactively identify and prevent issues.

Perform initial triaging of system performance issues, including infrastructure or cloud-related (AWS) impacts before escalation.

Vendor & Stakeholder Collaboration

Serve as a key point of contact for operational matters with external vendors.

Drive effective collaboration across cross-functional teams, including Regulatory, Quality, Infrastructure, and Security.

Communicate clearly and professionally with stakeholders regarding system status, incidents, risks, and remediation plans.

Operational change management

Manage and support small-scale projects, including minor upgrades, enhancements, and operational improvements.

Participate in change management activities, including impact assessments, implementation coordination, and post-change validation support.

Contribute to continuous improvement initiatives to enhance system stability, performance, and support processes.

Required Skills & Experience

Must Have

Strong problem-solving skills with a hands-on, proactive approach to issue resolution.

Excellent communication and collaboration skills, with the ability to work effectively with diverse stakeholders and vendors.

Practical experience with ITIL processes, particularly Incident Management and Problem Management.

Experience managing or supporting small-scale IT projects in an operational or regulated environment.

Desirable / Nice-to-Have Skills

Experience with SSO configuration and user access management.

Ability to perform basic troubleshooting and data validation for integrations using REST / AS2.

Understanding of network-related activities, network tunnels, file share, AWS VPC, job scheduling, queue management, and batch processing.

Exposure to AWS or cloud-based environments, with the ability to perform initial triaging of infrastructure or performance-related issues.

Expected to perform independently and become a subject matter expert.
Required active participation and contribution in team discussions.
Contribute in providing solutions to work related problems.
Collaborate with cross-functional teams to gather requirements and implement application enhancements.
Monitor application performance and troubleshoot issues to ensure minimal downtime.
Document configuration changes and maintain detailed records of system updates.
Assist junior team members by sharing knowledge and providing guidance on application support tasks.

Professional & Technical Skills:

Must To Have Skills: Proficiency in Life Sciences Research and Development.
Experience with configuring and supporting packaged or cloud-based software applications.
Familiarity with using standard tools, application programming interfaces, and low-code platforms for application customization.
Ability to manage software release cycles and ensure system stability and performance.
Strong problem-solving skills to address technical challenges and optimize application functionality.

Additional Information:

The candidate should have minimum 3 years of experience in Life Sciences Research and Development.
This position is based at our Pune office.
A 15 years full time education is required.