Sr Executive, IT User Support

Amneal Pharmaceuticals; Sanand; On-site; INR 500,000 - 800,000; Full time

Job summary

Amneal Pharmaceuticals in Gujarat, India is seeking an experienced IT Helpdesk professional to provide day-to-day technical support across hardware and software, diagnose complex issues, and ensure high-quality resolution within SLAs.

You will guide junior staff, coordinate with internal and external teams, manage user access for GxP software, and uphold IT policies and security standards while maintaining detailed incident documentation.

Qualifications

• Provide advanced user support for hardware and software.
• 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.

Responsibilities

• Oversee daily IT user support operations and service delivery.
• Support team coordination and workload allocation.
• 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.
• User access management for GxP software per SOP.
• Backup and restore activities for GxP software per schedule.
• Time synchronization activities per approved schedule.
• Active user lists for all GxP software per schedule.
• Preventive maintenance of computer systems including internal CPU dust cleaning.
• LAN and telephone cable dressing as required.
• Maintain IT assets with inventory records and labeling.
• Troubleshooting and resolution of printer-related issues.
• Manage IT assets documentation.
• Any other activities assigned by HOD.
• Responsible for QAMS activities and IT incident investigation and troubleshooting.
• Responsible for training software (AIMS-Amneal Information and Management software) per SOP.

Skills

Advanced support

Troubleshooting

Incident management

Escalation

IT security

Access management

Printer issues

Documentation

GxP software

Education

Bachelor's degree

Master's degree

Job description

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

Additional Responsibilities

• 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
• User access management activities, including creation, modification, deactivation, and deletion of user IDs for all GxP software, shall be performed as per approved request forms.
• Backup and restore activities for GxP software shall be carried out according to the defined periodic schedule and approved request forms.
• Time synchronization activities shall be executed as per the approved schedule.
• Active user lists for all GxP software shall be prepared as per the defined schedule or whenever required.
• Preventive maintece of computer systems shall be performed, including internal CPU dust cleaning and verification of all system hardware.
• LAN and telephone cable dressing shall be carried out as required.
• All IT assets shall be maintained with proper inventory records and labeling.
• Troubleshooting and resolution of printer-related issues shall be performed.
• IT assets and related documentation shall be managed and maintained appropriately.
• Any other activities assigned by the Head of Department (HOD) shall be carried out as required.
• Responsible for QAMS activities and IT incident investigation and troubleshooting .
• Responsible for activities related to training software (AIMS-Amneal Information and Management software) specified in training SOP.

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

Specialized Knowledge: Licenses: