Deputy Manager, IT User Support
Job Description
Description:
The role is responsible for providing expert-level day-to-day technical support to employees across hardware and software systems, with a strong focus on complex troubleshooting, fault rectification, and timely resolution. The role independently diagnoses and resolves advanced issues, ensures effective escalation and coordination when required, and contributes to root-cause analysis to prevent recurrence. The role maintains high service quality and SLA adherence, ensures accurate documentation, and upholds IT policies and information security practices, while serving as a technical authority without people-management responsibility.
Essential Functions:
- Resolve complex hardware and software issues independently
- Transition from hands-on technical support to leading IT user support operations, driving team performance, SLA adherence, and service delivery excellence
- Perform advanced troubleshooting and fault rectification
- Manage escalations and coordinate with specialist teams
- Ensure timely incident closure in line with SLAs
- Conduct root-cause analysis and recommend preventive actions
- Maintain detailed incident and resolution documentation
- Support system access, configurations, and device setups
- Ensure adherence to IT policies and security standards
- Contribute to continuous improvement of support processes
JOB RESPONSIBILITIES – PLANT IT LEAD
- Plant IT Leadership & Service Delivery: Lead end-to-end IT operations and service delivery for the plant, covering Quality Informatics, Manufacturing Informatics, IT Infrastructure, End User Computing, and Information Security.
- Quality & Manufacturing Informatics: Provide techno-functional leadership and support for QC laboratory and manufacturing computerized systems, including LIMS, Empower, and equipment control systems, ensuring availability, compliance, qualification, and effective lifecycle management.
- Plant IT Infrastructure: Own and manage plant-level LAN/WAN, servers, network, firewalls, Wi-Fi, internet connectivity, server rooms, storage, backup, and end-user computing infrastructure to ensure reliable and uninterrupted business operations.
- Information Security: Ensure implementation and monitoring of endpoint security, OS-level access controls, logical access, patch management, vulnerability remediation, local firewall controls, and other applicable information security requirements.
- Regulatory Compliance & Audits: Act as the Plant IT SPOC for regulatory and customer audits and ensure compliance with GxP, SOX, Data Privacy, ISMS, and other applicable regulatory requirements.
- IT Governance & SOP Management: Establish, implement, and maintain Plant IT SOPs, procedures, standards, controls, and governance frameworks in coordination with Quality and relevant business functions.
- IT Projects & Digitization: Lead plant-level IT projects, infrastructure upgrades, digital transformation, automation, productivity improvement, cost optimization, and technology initiatives in alignment with business requirements.
- Vendor & Partner Management: Manage IT vendors and service partners, including performance monitoring, SLA/OLA compliance, escalation management, technical evaluation, and contract/service governance.
- Business Continuity & Disaster Recovery: Ensure effective implementation, monitoring, and periodic testing of backup, high availability, disaster recovery, and business continuity solutions for critical plant IT systems.
- Team Leadership: Lead, mentor, and develop the Plant IT team, allocate resources effectively, drive accountability, and ensure timely resolution of IT incidents, service requests, and business requirements.
- Stakeholder Management: Work closely with Plant Leadership, Quality, Manufacturing, Engineering, EHS, HR, Finance, Corporate IT, Cybersecurity, and other functions to understand requirements and deliver effective IT solutions.
- IT Service Performance: Monitor Plant IT performance through SLA/OLA, incident management, problem management, service availability, MTTR, and user satisfaction, ensuring continuous improvement of IT services.
- Technology & Infrastructure Planning: Work closely with the Head – IT Infrastructure & Information Security on IT strategy, capacity planning, technology roadmap, budgeting, CAPEX/OPEX planning, and infrastructure standardization across the plant.
- CSV / Computerized System Compliance: Provide support for computerized system validation lifecycle activities, including assessment, qualification, change management, periodic review, and retirement of GxP-relevant computerized systems.
- Continuous Improvement: Identify opportunities for process improvement, automation, standardization, cost optimization, and technology modernization to improve plant productivity, quality, compliance, and operational efficiency.
- Bachelors Degree (BA/BS) B.Tech - Required
- Master Degree (MS/MA) M.Tech - Preferred
- 8 years or more in 8 - 10 Years