Support Analyst IT – Quality

Position Overview

We are looking to hire an experienced Support Analyst to join our Quality IT team in Hyderabad. This role is crucial for ensuring the smooth functioning and operational excellence of key Quality IT systems supporting quality assurance, laboratory functions, regulatory compliance, and sustainability initiatives.

Core Responsibilities

• Deliver first and second-level technical support for LIMS, Polarion, and Sustainability software by troubleshooting issues, resolving user problems, conducting root cause analyses, and applying solutions or workarounds promptly.
• Continuously monitor system performance and health, apply maintenance tasks including configuration updates, manage user access, and deploy patches or updates to maintain system reliability and compliance.
• Manage user support processes by responding to tickets via platforms like ServiceNow, JIRA, or Service Desk, prioritize according to business impact, escalate complex matters, and ensure timely resolution.
• Provide training, create knowledge documents, and assist business users across Quality, Laboratory, Regulatory, and Supply Chain teams to optimize application usage, focusing on sample tracking, workflow automation, requirement testing, traceability, ESG reporting, and compliance.
• Maintain data quality, traceability, and regulatory standards, including audit trail management, electronic signatures, and change control within supported IT systems.
• Collaborate with external vendor support teams (e.g., Siemens for Polarion, LIMS vendors) for advanced troubleshooting, enhancements, and escalations.
• Document system configurations and workflows; contribute to continuous improvement efforts such as reducing repeat incidents and enhancing user experience.
• Participate in change management activities by evaluating update impacts, coordinating validation efforts, and supporting deployment.
• Analyze support metrics like ticket volume, resolution times, and user satisfaction, reporting trends to leadership to drive proactive enhancements.

Required Qualifications

• Bachelor's degree in Information Technology, Computer Science, Life Sciences, Supply Chain, or related fields.
• Minimum of 4 years of IT application support experience preferably in quality, laboratory, compliance, or manufacturing sectors.
• Hands-on expertise supporting Laboratory Information Management Systems (LIMS), Polarion ALM/QA platforms, and Sustainability applications such as ESG trackers and environmental compliance tools.
• In-depth knowledge of ITIL practices including incident, problem, and change management with experience using ticketing systems like ServiceNow or JIRA.
• Strong communication, problem-solving, and customer service skills suitable for interacting with global and cross-functional teams.
• Experience within regulated industries emphasizing compliance and data governance.

Preferred Skills

• Understanding of integration between LIMS, Polarion, Quality, ERP, and Sustainability systems.
• Basic scripting and SQL skills for querying databases and compiling reports (non-development focus).
• Certifications such as ITIL Foundation, Polarion Administrator/User, or specialized LIMS training.
• Ability to operate effectively in a fast-paced, global environment requiring support across multiple time zones.

Work Arrangement

This position requires working four days per week onsite at the Hyderabad MTIC office and participating in shift rotations to ensure 24/7 support coverage of critical Quality applications.

About the Company

Our organization is dedicated to leveraging technology for business growth and innovation. We foster a culture of collaboration and delivering superior results within a dynamic, future-focused environment.