Specialist, Technical Support Analyst(EHS)

Merck; Hyderabad; On-site; INR 900,000 - 1,500,000; Full time

Job summary

Merck is seeking a Technical Support Analyst to provide day-to-day technical support across a broad portfolio of enterprise applications used by Maintenance, Engineering, and Manufacturing teams. You will help maintain availability, security, and performance while following approved SDLC and GMP processes.

The role involves incident handling, configuration, upgrades, validation, and collaboration with Product Managers, Solution Architects, and vendors.

Qualifications

• Experience supporting enterprise applications in a regulated environment.
• Ability to troubleshoot configuration, access, and integrations.
• Familiarity with SDLC and GMP compliance.
• Willingness to learn multiple platforms.

Responsibilities

• Provide application support: respond to incidents and service requests, gather issue details, reproduce problems, test fixes, and restore prod within SLAs.
• Troubleshoot: investigate configuration, user access, authentication, integrations, data sync, databases, and vendor-hosted services.
• Escalate: document issues, reproduce steps, engage vendors or senior specialists, track actions, validate fixes, and communicate outcomes to users.
• Support automation: assist with scripting, low-code workflows, reporting enhancements, and configuration improvements.
• AI exposure: develop knowledge in workflow automation, AI, analytics for future EHS initiatives.
• Execute upgrades: perform impact assessments, plan implementations, perform patches, and verify post-release.
• Lifecycle delivery: contribute to requirements, configuration, integration support, testing, deployment, and handoff.
• Maintain SDLC and GMP compliance: prepare lifecycle records, risk assessments, test evidence, and audit-ready docs.
• Application administration: manage users/roles, config updates, environment checks, and health activities.
• Testing and validation: prepare data, run tests, document evidence, and retest as needed.

Skills

Incident management

Customer support

Problem solving

SDLC knowledge

Collaboration

Job description

Job Description

The Opportunity

• Join a global healthcare biopharma company and provide hands-on technical support for the broad portfolio of applications used across Maintenance, Engineering, Asset Reliability, Manufacturing Site Operations, and Environment, Health & Safety.
• Build practical experience across enterprise software support, system upgrades, software lifecycle delivery, SDLC, GMP/GxP compliance, cybersecurity, data, integrations, and product operations.
• Work with Product Managers, Solution Architects, business users, manufacturing sites, Quality, Cybersecurity, infrastructure teams, vendors, and managed service providers.
• Develop transferable technical and product knowledge while contributing to reliable, compliant, secure, and user-focused EHS services.

Role Overview

We are hiring a Technical Support Analyst to provide day-to-day technical support and lifecycle delivery assistance across the Line. The primary responsibility is to help maintain the availability, reliability, security, compliance, and performance of a wide range of commercial off-the-shelf, SaaS, cloud-hosted, vendor-managed, and enterprise applications.

The analyst will troubleshoot & resolve issues reported by end users, perform approved application administration and configuration, execute hands-on upgrade and release activities, maintain SDLC documentation and compliance, support testing and validation, monitor service health, and coordinate with vendors when issues require deeper Level 3 expertise. Work will be performed within established procedures, architecture standards, product priorities, and change-control processes, with coaching and technical direction available for complex or high-risk activities.

The successful candidate is not expected to be an expert in every application upon hire. The role is designed for individuals who can quickly learn multiple platforms, understand business processes, and progressively expand their support responsibilities across the product portfolio.

The analyst will have opportunities to work alongside Product Managers and Solution Architects to understand application architectures, integration patterns, cloud services, technical standards, and solution-design principles used across the portfolio.

What You Will Do

• Provide application support: Respond to incidents and service requests, gather complete issue details, reproduce problems, perform initial diagnosis, communicate status, identify resolutions, test fixes in Test environments, and deploy to prod to restore service within agreed SLAs.
• Troubleshoot technical issues: Investigate application configuration, user access, authentication, integrations, scheduled jobs, data synchronization, databases, vendor-hosted services, client components, infrastructure dependencies, and performance symptoms using available logs and monitoring information.
• Escalate and coordinate Level 3 support: Analyze and document issues, evidence, logs, reproduction steps, business impact, and troubleshooting history; engage vendors or senior specialists; track actions; validate fixes; and communicate outcomes to users and product teams.
• Support automation and development activities: Assist with scripting, workflow automation, low-code solutions, reporting enhancements, and configuration-based application improvements. Participate in testing, documenting, and deploying approved technical solutions that improve operational efficiency and user experience.
• AI Exposure: Develop foundational knowledge in emerging technologies including workflow automation, artificial intelligence, digital assistants, process optimization, and analytics to support future EHS digital initiatives.
• Execute system upgrades and releases: Perform upgrade impact assessments, develop implementation plans, hands-on activities for patches, version upgrades, configuration changes, deployments, smoke testing, cutovers, rollback readiness, and post-release verification under approved plans and technical guidance.
• Support full lifecycle delivery: Contribute to requirements clarification, configuration, implementation, integration support, testing, validation, deployment, knowledge transfer, operational handoff, upgrades, and retirement activities.
• Maintain SDLC and GMP compliance: Prepare and maintain required lifecycle records, requirements, risk assessments, test scripts, test evidence, traceability, change records, release records, configuration documentation, periodic-review evidence, and audit-ready support documentation for GxP and non-GxP systems.
• Perform application administration: Complete approved tasks such as user and role administration, configuration updates, reference-data maintenance, job monitoring, certificate or service-account coordination, environment checks, and routine platform health activities.
• Support testing and validation: Prepare test data, execute approved functional and regression tests, document objective evidence, record and retest def