Description
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 transform

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