Support Analyst IT – Quality

About the Role 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 position is onsite at Hyderabad MTIC, four days per week with shift-based coverage to support 24x7 operations. What You'll Do

• Provide first and second-level support for LIMS, Polarion, and Sustainability applications: onsite in Hyderabad, four days per week, troubleshoot incidents, resolve user queries, perform root-cause analysis, and implement fixes or workarounds in a timely manner, with shift-based coverage to support 24x7 operations.
• Monitor system health, performance, and alerts; perform routine maintenance, configuration updates, user access management, and patch/application of 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, escalate 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. What We're Looking For
• 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 of LIMS, Polarion, and 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. Nice to Have
• 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. Compensation & Benefits
• This role emphasizes 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.
• Local benefits and compensation not disclosed in posting.