Deputy Manager, IT User Support

Amneal Pharmaceuticals · Ahmedabad

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.

We are looking for a suitable candidate to replace the existing position of Manoj Dhimmar, with the required technical skills, relevant experience, and knowledge to effectively manage the responsibilities of the role and support business requirements.

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