Assistant Manager IT User Support

Amneal Pharmaceuticals; Ahmedabad District; On-site; INR 400,000 - 660,000; Full time

Job summary

Amneal Pharmaceuticals is seeking to oversee day-to-day IT user support operations across hardware and software systems. The role emphasizes troubleshooting, timely resolution of user issues, and adherence to SLAs, while guiding the support team to deliver a reliable IT environment.

The position focuses on incident reviews, escalation coordination, root-cause analysis, and maintaining documentation accuracy and security practices.

Qualifications

• Experience in IT user support environments or helpdesk roles.
• Strong troubleshooting and incident management skills.
• Familiarity with information security practices and IT policies.

Responsibilities

• Oversee daily IT user support operations and service delivery
• Review and resolve complex hardware and software incidents
• Ensure timely incident closure as per SLAs
• Manage escalations and coordinate with internal/external teams
• Guide and review the work of user support staff
• Support continuous improvement in support processes

Skills

IT support operations

Troubleshooting

Incident management

SLA adherence

Documentation

Information security

Job description

Job Description:

The role is responsible for overseeing day-to-day technical support operations for employees across hardware and software systems. The role focuses on ensuring effective troubleshooting, fault rectification, and timely resolution of user issues while maintaining service quality and SLA adherence. The role reviews complex incidents, ensures proper escalation and coordination with internal and external teams, and supports root-cause analysis to prevent recurrence. The role also emphasizes process adherence, documentation accuracy, and information security practices, while guiding and reviewing the work of the support team to deliver a reliable, user-centric IT support environment.

Essential Functions

• Oversee daily IT user support operations and service delivery
• Support team coordination and daily operations, assisting in workload allocation, basic supervision, and ensuring smooth service delivery
• Review and resolve complex hardware and software incidents
• Ensure timely incident closure as per SLAs
• Manage escalations and coordinate with internal/external teams
• Drive troubleshooting quality and fault rectification standards
• Review incident documentation and root-cause summaries
• Ensure compliance with IT policies and security standards
• Guide and review the work of user support staff
• Support continuous improvement in support processes