Senior Executive, IT User Support

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 initiatives.
• Ensure compliance with GxP, 21 CFR Part 11, EU Annex 11, Data Integrity, IT SOPs and applicable regulatory requirements.
• Manage CSV/CSA activities, change control, incident management, problem management, CAPA, deviation and periodic review related to IT systems.
• Ensure appropriate backup, disaster recovery, business continuity, and system recovery mechanisms for critical manufacturing systems.
• Work closely with Manufacturing, QA, Engineering, Automation, Validation, Corporate IT and Cybersecurity teams.
• Manage IT vendors, OEMs and service providers, including SLA, AMC/ATS, technical evaluation and performance monitoring.
• Ensure implementation of cybersecurity controls, endpoint protection, vulnerability remediation, patch management, access control and network security.
• Monitor system performance and proactively identify potential IT/OT risks and operational outages.
• Lead audit readiness and regulatory inspections, including preparation of evidence and timely closure of IT-related observations.
• Ensure proper User Access Management, periodic access review, segregation of duties and privileged access management.
• Develop and maintain IT policies, SOPs, work instructions, system documentation and technical assessments.
• Lead and mentor the Plant IT team and ensure effective resource planning and capability development.

Education:

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

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

Experience:

• 5 years or more in 5 - 8 Years

Specialized Knowledge: Licenses: