Description:

The role is responsible for ensuring effective day-to-day technical support to
employees across a range of hardware and software systems. The role focuses on
independently diagnosing complex user issues, performing advanced
troubleshooting and fault rectification, and ensuring timely and high-quality
resolution of user problems, queries, and complaints. The role manages
end-to-end incident resolution, supports root cause identification, and ensures
proper escalation and coordination with internal or external support teams when
required. The role emphasizes service reliability, adherence to SLAs, user
satisfaction, and compliance with IT policies and information security
standards.

Essential Functions:
Provide advanced user support for hardware and software issues
Diagnose and resolve complex technical problems independently
Perform detailed troubleshooting and fault rectification
Coordinate and manage escalations with internal/external teams
Ensure timely closure of incidents as per SLAs
Document issues, resolutions, and root causes




Support system access, configurations, and device setups
Ensure compliance with IT policies and security standards
Guide junior support staff when required

Additional Responsibilities:
Lead and manage Manufacturing IT operations and service delivery for the
plant.
Provide IT support for Manufacturing, Production, Engineering, Warehouse,
Quality, and related functions.
Manage and support manufacturing applications such as MES, SCADA, BMS, EMS,
Historian, eBR/eBMR, LIMS, DMS, ERP interfaces and other computerized
systems.
Provide techno-functional support for manufacturing equipment integration and
shop-floor IT systems.
Ensure availability, reliability, and performance of plant IT infrastructure,
servers, network, virtualization, storage, backup, and end-user computing.
Lead implementation and support of Manufacturing IT projects, system
upgrades, integrations, and digital transformation ini

📌 Senior Executive, It User Support Ahmedabad (India)
🏢 Amneal
📍 India