Key Responsibilities:-
- Oversee and manage the full lifecycle of IT infrastructure services, encompassing LAN/WAN/Wi-Fi, internet connectivity, on-premises and cloud servers, virtualization, storage, backup systems, printing, and essential collaboration platforms.
- Administer user access accounts (network ID, email, VPN, application access) by applying least-privilege principles, conducting periodic access reviews, and maintaining segregation-of-duties awareness.
- Establish and monitor information security controls and practices, including patch management coordination, endpoint protection, secure configuration standards, vulnerability remediation based on penetration testing or vulnerability scan findings, and basic security monitoring and alert response.
- Provide comprehensive support for business-critical and regulated (GxP) applications and systems, including but not limited to Pharma Empower and PerkinElmer Spectrum, ensuring controlled access, readiness for backup and restoration, and thorough support documentation.
- Coordinate IT support for production equipment computerized systems and equipment (e.g., compression machine, inspection machine, PCs/SCADA/HMI etc.), prioritizing operational stability, managed change control, and prompt vendor engagement.
- Ensure records for incidents, problems, and changes are accurately maintained, categorized, assessed for impact, approved, and supported with closure evidence in accordance with IT SOPs and organisational quality standards.
- Maintain accurate IT asset inventories (including GxP assets) and renewals calendars for warranties, AMC, and support contracts; oversee procurement, repairs, replacements, and lifecycle refreshes as required.
Operations Management
- Supervise and coordinate service desk operations, ensuring timely response, effective prioritisation, user communication, and escalation management.
- Coordinate vendors and OEMs for infrastructure and application support, including service visits, warranty/AMC claims, contract renewals, and delivery tracking.
- Support the Director, IT & IS in planning and tracking planned projects (infrastructure, cybersecurity, application upgrades, integrations) and in executing ad hoc projects assigned by management.
- Maintain project tracking artefacts (schedule, RAID logs, meeting minutes, action registers, status updates) and ensure stakeholders are aligned on timelines, dependencies, and decisions.
- Assist in IT budget preparation and cost control by tracking renewals, consumptions, and planned upgrades; proactively highlight risks and mitigation plans.
- Ensure compliance with IT policies & procedures, data protection expectations, and audit readiness, especially for systems supporting regulated operations.
Team Work & People Management
- Encourage dialogue within team, peers, and supervisors; within IT and other functions; and participate in improvement, innovation and knowledge sharing initiatives
- Work independently and as an effective team member in achieving shared goals
- Establish and maintain cooperative working relationships with all those contacted during the course of work
- Strive to continuously improve technical & business processes knowledge and share acquired knowledge with team, and seek guidance from supervisors on task prioritisation
- Ensure the IT team overall complies with organization's policies, procedures, practices and always maintains high standard of work and work ethic
- Any other ad hoc tasks assigned by the Director, IT & IS / management
About you
- Bachelor's Degree in Information Technology, Computer Science, Engineering, Cybersecurity, or graduation with relevant experience.
- Minimum 10-12 years of experience in IT infrastructure operations and support, including exposure to networks, servers, endpoint management and backups
- Working knowledge of information security practices (access control, patching, vulnerability remediation, incident handling and security awareness)
- Experience supporting business applications in a manufacturing environment; exposure to regulated/GxP computerized systems (QC/Production) is strongly preferred
- Hands-on end-user support experience and ability to communicate with business users in simple language Project coordination experience (tracking actions, timelines, risks, and reporting) supporting IT programmes and ad hoc initiatives
