iManage DMS Support

iManage DMS

Location

Hybrid (APAC Shift) Bangalore - 5:00 AM - 2:00 PM

Employment Type

Full-Time

About the Role

We are seeking a highly motivated and technically skilled Support Engineer – iManage DMS to join our Document Management Systems (DMS) Support team. The successful candidate will be responsible for providing L1, L2, and L3 support for iManage environments, troubleshooting user and server-side issues, and ensuring the stability and performance of DMS platforms used by global clients.

This role requires strong technical troubleshooting skills, customer focus, and experience supporting enterprise document management environments, particularly within legal or professional services organizations.

Key Responsibilities

• Provide L1, L2, and L3 support for iManage Work platform and related technologies.
• Troubleshoot and resolve client-reported incidents, service requests, and system issues within agreed SLAs.
• Investigate and resolve:
• User access and authentication issues
• Workspace and document-related issues
• Search and indexing problems
• Outlook integration issues
• File import/export and synchronization issues
• Performance and availability concerns
• Support iManage server infrastructure and related backend services.
• Perform root cause analysis for recurring incidents and implement preventive measures.
• Coordinate with infrastructure, application, and vendor support teams for complex issue resolution.
• Monitor system health and proactively identify potential risks.
• Create and maintain technical documentation, knowledge base articles, and troubleshooting guides.
• Participate in maintenance activities, upgrades, patching, and release deployments.
• Support production, test, and DR environments.
• Provide incident management support during critical outages and high-priority issues.
• Collaborate with global teams and stakeholders to ensure seamless service delivery.

Required Skills & Experience

Technical Skills

• 5+ years of experience supporting iManage Work environments.
• Strong understanding of:
• iManage Work Server
• iManage Control Center
• iManage Work Desktop for Windows
• Outlook Integration
• Workspaces and Security Model
• Experience supporting:
• Windows Server environments
• IIS
• Active Directory
• Azure AD / SSO integrations
• SQL Server
• Knowledge of:
• Authentication protocols (SAML, OAuth, LDAP)
• Application and server log analysis
• Performance troubleshooting
• Service monitoring and incident management processes
• Experience working with ticketing tools such as ServiceNow, Jira, or similar platforms.

Troubleshooting Skills

Experience handling:

• L1 User Issues
• Login/access problems
• Outlook integration issues
• Missing workspaces/documents
• Search issues
• User permissions
• L2 Application Issues
• Configuration troubleshooting
• Indexing failures
• Performance issues
• Synchronization problems
• Integration-related incidents
• L3 Infrastructure Issues
• Server-side troubleshooting
• IIS services
• SQL connectivity issues
• Authentication failures
• Upgrade and migration support

Good-to-Have Skills

• Experience with Litera products.
• Knowledge of:
• Microsoft 365 Administration
• Exchange Online
• PowerShell scripting
• Azure services
• Intapp applications
• Legal technology platforms and workflows
• Exposure to cloud-hosted iManage Cloud environments.

Soft Skills

• Strong analytical and problem-solving capabilities.
• Excellent verbal and written communication skills.
• Ability to communicate effectively with technical and non-technical users.
• Strong customer service orientation.
• Ability to work independently and manage multiple priorities.
• Experience working in a global support environment.

Shift Requirements

• Primary coverage during APAC business hours .
• Flexibility to work in a rotational shift model based on business requirements.
• Participation in on-call and major incident support activities when required.

Preferred Qualifications

• Bachelor's degree in Computer Science, Information Technology, or related field.
• iManage certifications (preferred).
• ITIL Foundation certification (preferred).
• Experience supporting legal, professional services, or enterprise document management environments.