Description
Description:
The role is responsible for providing expert-level day-to-day technical support to employees across hardware and software systems, with a solid focus on complex troubleshooting, fault rectification, and timely resolution. The role independently diagnoses and resolves advanced issues, ensures effective escalation and coordination when required, and contributes to root-cause analysis to prevent recurrence. The role maintains high service quality and SLA adherence, ensures accurate documentation, and upholds IT policies and information security practices, while serving as a technical authority without people-management responsibility.
Essential Functions:
Resolve complex hardware and software issues independently
Transition from hands-on technical support to leading IT user support operations, driving team performance, SLA adherence, and service delivery excellence
Perform advanced troubleshooting and fault rectification
Manage escalations and coordinate with specialist teams
Ensure timely incident closure in line with SLAs
Conduct root-cause analysis and recommend preventive actions
Maintain detailed incident and resolution documentation
Support system access, configurations, and device setups
Ensure adherence to IT policies and security standards
Contribute to continuous improvement of support processes
JOB RESPONSIBILITIES – PLANT IT LEAD
Plant IT Leadership & 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, n
📌 Deputy Manager, It User Support Ahmedabad (India)
🏢 Amneal
📍 India