Pharma GxP ITIL Production Support Analyst

HCLTech - Australia and New Zealand; Upper Hutt; On-site; NZD 80,000 - 120,000; Full time

Job summary

HCLTech in Wellington, NZ is seeking an experienced Application Support Analyst to support critical IT applications within a regulated pharmaceutical environment. The role focuses on L1/L2 production support, ensuring system availability, incident resolution, and compliance with GxP and ITIL service management standards.

You will work with business users, IT, quality teams and vendors to maintain compliant operations and drive continuous service improvements.

Qualifications

• 5+ years' experience in Application/Production/IT support.
• Strong knowledge of ITIL Incident, Problem and Change processes.
• Experience with enterprise or business-critical systems.

Responsibilities

• Provide L1/L2 support for business-critical applications
• Diagnose and resolve incidents, service requests, and system issues
• Manage tickets per SLAs and ITIL processes
• Communicate status and resolutions to stakeholders
• Assist with root-cause analysis and change deployments

Skills

Application Support

ITIL

Root Cause Analysis

Ticketing Tools

SLA Awareness

Stakeholder Mgmt

Tools

ServiceNow

Remedy

Job description

HCLTech in Wellington, NZ is seeking an experienced Application Support Analyst to support critical IT applications within a regulated pharmaceutical environment. The role focuses on L1/L2 production support, ensuring system availability, incident resolution, and compliance with GxP and ITIL service management standards.

You will work with business users, IT, quality teams and vendors to maintain compliant operations and drive continuous service improvements.