Support Analyst IT – Quality

Mattel, Inc.; Hyderabad; On-site; INR 800,000 - 1,100,000; Full time

Job summary

Mattel, Inc. in Hyderabad, India seeks a Support Analyst IT – Quality to provide reliable application support and ensure operational excellence for key Quality IT systems.

The role covers LIMS, Polarion, and Sustainability apps, with training and cross‑functional collaboration across Quality, Lab, Regulatory, and Supply Chain teams. 4+ years of IT application support experience in regulated environments is preferred.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Life Sciences, Supply Chain, or related field.
• 4+ years of experience in IT application support, preferably in Quality, Laboratory, Compliance, or Manufacturing environments.
• Strong hands-on knowledge and support experience with LIMS, Polarion, Sustainability applications.
• Solid understanding of ITIL processes (incident, problem, change management) and ticketing tools (ServiceNow, JIRA).
• Excellent problem-solving, communication, and customer service skills for interacting with global business users.
• Experience in regulated industries (consumer goods, pharma, manufacturing) with focus on compliance and data governance.

Responsibilities

• Provide first- and second-level support for LIMS, Polarion, and Sustainability applications: troubleshoot incidents, resolve user queries, perform root‑cause analysis, and implement fixes or workarounds in a timely manner.
• Monitor system health, performance, and alerts; perform routine maintenance, configuration updates, user access management, and patch/application updates to ensure high availability and compliance.
• Manage user support lifecycle: respond to tickets (via ServiceNow/JIRA/Service Desk), prioritize issues based on business impact, elevate complex problems, and track resolution to closure.
• Support business users (Quality, Lab, Regulatory, Supply Chain teams) through training sessions, knowledge articles, best‑practice guidance, and process walkthroughs for effective use of LIMS (sample tracking, workflow automation, data integrity), Polarion (requirements/test management, traceability, QA compliance), and Sustainability tools (environmental data capture, reporting, ESG metrics).
• Ensure data accuracy, traceability, and regulatory compliance (e.g., audit trails, electronic signatures, change control) across supported applications.
• Collaborate with vendors/support teams (e.g., Siemens for Polarion, LIMS providers) for advanced troubleshooting, enhancements, or escalations.
• Contribute to knowledge base maintenance, documentation of configurations/workflows, and continuous improvement initiatives (e.g., reducing recurring incidents, optimizing user experience).
• Participate in change management processes: assess impact of updates, coordinate testing/validation (non‑technical), and support go‑live activities.
• Track support metrics (ticket volume, resolution time, user satisfaction) and report trends to leadership for proactive improvements.

Skills

Problem-solving

Communication

Customer service

Education

Bachelor's degree in Information Technology, Computer Science, Life Sciences, Supply Chain, or related field

Tools

LIMS

Polarion

Sustainability applications

ITIL

ServiceNow

JIRA

Job description

Job Title Support Analyst IT – Quality

Location Hyderabad, India

Job Summary: We are seeking a skilled Support Analyst in Quality Portfolio to provide reliable application support and operational excellence for key Quality IT systems.

This role focuses on supporting and maintaining specialized applications critical to quality management, laboratory operations, regulatory compliance, and sustainability initiatives across supply chain and manufacturing processes.

The ideal candidate brings strong technical support expertise, hands‑on knowledge of LIMS (Laboratory Information Management System), Polarion (Application Lifecycle Management / Quality Assurance platform), and Sustainability applications (e.g., ESG tracking, waste/carbon management tools, or environmental compliance systems), to ensure system availability, user satisfaction, data integrity, and minimal disruption to business operations.

The position requires proactive issue resolution, user training, and collaboration with business stakeholders and IT teams—without involvement in software development, testing, or engineering tasks. Reporting to the Quality IT Delivery Lead and collaborating with onshore portfolio leadership, the analyst will contribute to stable, compliant, and efficient Quality IT operations.

This role should be working 4 days a week onshore from Hyderabad MTIC office and provides support on shift basis to covers 24x7 support for critical Quality applications.

Key Responsibilities

• Provide first- and second-level support for LIMS, Polarion, and Sustainability applications: troubleshoot incidents, resolve user queries, perform root‑cause analysis, and implement fixes or workarounds in a timely manner.
• Monitor system health, performance, and alerts; perform routine maintenance, configuration updates, user access management, and patch/application updates to ensure high availability and compliance.
• Manage user support lifecycle: respond to tickets (via ServiceNow/JIRA/Service Desk), prioritize issues based on business impact, elevate complex problems, and track resolution to closure.
• Support business users (Quality, Lab, Regulatory, Supply Chain teams) through training sessions, knowledge articles, best‑practice guidance, and process walkthroughs for effective use of LIMS (sample tracking, workflow automation, data integrity), Polarion (requirements/test management, traceability, QA compliance), and Sustainability tools (environmental data capture, reporting, ESG metrics).
• Ensure data accuracy, traceability, and regulatory compliance (e.g., audit trails, electronic signatures, change control) across supported applications.
• Collaborate with vendors/support teams (e.g., Siemens for Polarion, LIMS providers) for advanced troubleshooting, enhancements, or escalations.
• Contribute to knowledge base maintenance, documentation of configurations/workflows, and continuous improvement initiatives (e.g., reducing recurring incidents, optimizing user experience).
• Participate in change management processes: assess impact of updates, coordinate testing/validation (non‑technical), and support go‑live activities.
• Track support metrics (ticket volume, resolution time, user satisfaction) and report trends to leadership for proactive improvements.

Required Qualifications & Experience

• Bachelor's degree in Information Technology, Computer Science, Life Sciences, Supply Chain, or related field.
• 4+ years of experience in IT application support, preferably in Quality, Laboratory, Compliance, or Manufacturing environments.
• Strong hands‑on knowledge and support experience with:
• LIMS (e.g., sample management, workflow automation, data integrity in lab/quality processes).
• Polarion (ALM/QA platform for requirements, test management, traceability, compliance/audit support).
• Sustainability applications (e.g., tools for ESG reporting, carbon/waste tracking, environmental compliance in supply chain/manufacturing).
• Solid understanding of ITIL processes (incident, problem, change management) and ticketing tools (ServiceNow, JIRA).
• Excellent problem‑solving, communication, and customer service skills for interacting with global business users.
• Experience in regulated industries (consumer goods, pharma, manufacturing) with focus on compliance and data governance.

Preferred Skills & Attributes

• Familiarity with integration points between LIMS, Polarion, and other Quality/ERP/Sustainability systems.
• Basic scripting/SQL knowledge for querying data or generating reports (not development).
• Certifications: ITIL Foundation, Polarion Administrator/User, LIMS-related training, or equivalent.
• Ability to thrive in a fast‑paced, global matrix environment with cross‑time‑zone support needs.

This role is vital for maintaining reliable, compliant Quality IT operations—ensuring LIMS drives efficient lab workflows, Polarion enables robust QA/traceability, and Sustainability applications support environmental goals—while delivering exceptional user support and contributing to overall Quality transformation.