Job
Description
1. User Support & Troubleshooting Provide technical support to plant personnel for issues related to desktop systems, laptops, printers, HMIs, label printers, and mobile devices. Troubleshoot application errors (e.g., LIMS, SAP, MES, SCADA) and escalate where required. Support users working in cleanroom and GxP-compliant areas with proper adherence to gowning and hygiene protocols. 2. Ticketing & Documentation Record all incidents, service requests, and changes in the ITSM/ticketing system (e.g., ServiceNow, Remedy). Ensure tickets are logged with complete details, categorization, and impact level. Close calls with proper resolution notes and user confirmation. 3. Compliance Support (GxP/CSV) Ensure IT procedures in plant areas comply with data integrity, audit trail, and change management standards. Follow Good Documentation Practices (GDP) while recording actions and resolutions. Support execution of IT tasks during validation, calibration, or equipment qualification activities. 4. Asset & Access Management Assist in managing IT assets within the plant (PCs, scanners, handhelds, industrial PCs). Perform user provisioning and de-provisioning in line with pharma plant policies and audit trails. Track movement and assignment of IT equipment and maintain audit-ready records. 5. System Monitoring Monitor critical manufacturing systems and interfaces (e.g., PLCs, MES terminals). Escalate alarms or downtimes impacting production immediately to relevant IT/OT teams. 6. Coordination with IT/OT/QA Teams Work closely with OT engineers and QA teams during equipment/software incidents. Coordinate with central IT or external vendors for issues beyond local resolution. Support during audits and inspections by providing IT records or logs when required. 7. Preventive Maintenance & Housekeeping Participate in scheduled IT system health checks and backups. Ensure IT systems and cables in cleanroom areas are well-maintained and do not violate GMP conditions. 8. Reporting & Communication Share daily/weekly status reports on tickets, system issues, and user feedback. Proactively communicate planned maintenance, outages, or updates to relevant plant departments. Show more Show less
