Packaged/SaaS Application Engineer

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