Senior Executive, IT User Support

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

• 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, network, firewalls, Wi-Fi, internet connectivity, server rooms, storage, backup, and end-user computing infrastructure to ensure reliable and uninterrupted business operations.
• Information Security: Ensure implementation and monitoring of endpoint security, OS-level access controls, logical access, patch management, vulnerability remediation, local firewall controls, and other applicable information security requirements.
• Regulatory Compliance & Audits: Act as the Plant IT SPOC for regulatory and customer audits and ensure compliance with GxP, SOX, Data Privacy, ISMS, and other applicable regulatory requirements.
• IT Governance & SOP Management: Establish, implement, and maintain Plant IT SOPs, procedures, standards, controls, and governance frameworks in coordination with Quality and relevant business functions.
• IT Projects & Digitization: Lead plant-level IT projects, infrastructure upgrades, digital transformation, automation, productivity improvement, cost optimization, and technology initiatives in alignment with business requirements.
• Vendor & Partner Management: Manage IT vendors and service partners, including performance monitoring, SLA/OLA compliance, escalation management, technical evaluation, and contract/service governance.
• Business Continuity & Disaster Recovery: Ensure effective implementation, monitoring, and periodic testing of backup, high availability, disaster recovery, and business continuity solutions for critical plant IT systems.
• Team Leadership: Lead, mentor, and develop the Plant IT team, allocate resources effectively, drive accountability, and ensure timely resolution of IT incidents, service requests, and business requirements.
• Stakeholder Management: Work closely with Plant Leadership, Quality, Manufacturing, Engineering, EHS, HR, Finance, Corporate IT, Cybersecurity, and other functions to understand requirements and deliver effective IT solutions.
• IT Service Performance: Monitor Plant IT performance through SLA/OLA, incident management, problem management, service availability, MTTR, and user satisfaction, ensuring continuous improvement of IT services.
• Technology & Infrastructure Planning: Work closely with the Head - IT Infrastructure & Information Security on IT strategy, capacity planning, technology roadmap, budgeting, CAPEX/OPEX planning, and infrastructure standardization across the plant.
• CSV / Computerized System Compliance: Provide support for computerized system validation lifecycle activities, including assessment, qualification, change management, periodic review, and retirement of GxP-relevant computerized systems.
• Continuous Improvement: Identify opportunities for process improvement, automation, standardization, cost optimization, and technology modernization to improve plant productivity, quality, compliance, and operational efficiency.

• Bachelors Degree (BA/BS) B.Tech - Required

• Master Degree (MS/MA) M.Tech - Preferred

• 5 years or more in 5 - 8 Years