Support Analyst IT – Quality

Job Title: Support Analyst IT – Quality 

Location: Hyderabad, India 

Job Summary: 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 ideal candidate brings strong technical support expertise, hands-on knowledge of LIMS (Laboratory Information Management System), Polarion (Application Lifecycle Management / Quality Assurance platform), and Sustainability applications (e.g., ESG tracking, waste/carbon management tools, or environmental compliance systems), to ensure system availability, user satisfaction, data integrity, and minimal disruption to business operations. 

The position requires proactive issue resolution, user training, and collaboration with business stakeholders and IT teams—without involvement in software development, testing, or engineering tasks. Reporting to the Quality IT Delivery Lead and collaborating with onshore portfolio leadership, the analyst will contribute to stable, compliant, and efficient Quality IT operations. 

This role should be working 4 days a week onshore from Hyderabad MTIC office and provides support on shift basis to covers 24x7 support for critical Quality applications.  

Key Responsibilities 

• Provide first and second-level support for LIMS, Polarion, and Sustainability applications: troubleshoot incidents, resolve user queries, perform root-cause analysis, and implement fixes or workarounds in a timely manner. 

• 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.