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

JOB RESPONSIBILITIES –
- Service Delivery: Lead end-to-end IT operations and service delivery for the plant, covering Quality Informatics, Manufacturing Informatics, IT Infrastructure, End User Computing, and Information Security.
- Quality & Manufacturing Informatics: Provide techno-functional leadership and support for QC laboratory and manufacturing computerized systems, including LIMS, Empower, and equipment control systems, ensuring availability, compliance, qualification, and effective lifecycle management.
- Plant IT Infrastructure: Own and manage plant-level LAN/WAN, servers, network, firewalls, Wi-Fi, internet connectivity, server rooms, storage, backup, and end-user computing infrastructure to ensure reliable and uninterrupted bus

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