IT Support Engineer – Lab Systems and Site Operations

POSITION SUMMARY.

This role provides hands-on support to the site IT operations assisting the IT site head while enabling alignment with local business IT needs, global systems, global IT infrastructure teams, and delivery of local projects at the Thane R&D site. The incumbent supports laboratory technologies and data integrity initiatives, site infrastructure and end-user services, partners with business stakeholders to translate needs into IT solutions. Strong troubleshooting, documentation, and stakeholder communication skills are essential to ensure operational continuity and successful adoption of global standards and platforms at the site. Primary responsibilities are to assist the IT site lead at VMRD Thane site with Site IT Operations and projects related tasks and ensure smooth operations and project executions.

• Provides hands-on support to Thane site IT operations under the IT Site Head, aligning with local business needs and global standards.
• Serves as the primary contact for user IT issues outside Site Services scope and ensures service continuity during deployments and outages.
• Supports lab technologies and data integrity plus site infrastructure and end-user services, translating business needs into IT solutions.
• Handles lab instrument software install/configuration, instrument connectivity, benchtop lifecycle, printing, IP telephony, network/server hands-and-eyes, and data management.
• Coordinates suppliers and third parties for solution discovery, deployment, and sustainment, acting as site support on global programs.
• Operates primarily at the Thane site while collaborating with global IT infrastructure teams, contributing to local execution and global alignment in a regulated R&D environment.

POSITION RESPONSIBILITIES

Percent of Time (sum of responsibilities should equal to 100%)

Laboratory enablement:   Benchtop Computing and Instrumentation Support

 End-to-end IT engineering support for laboratory benchtop compute, instrument software and Lab business applications.

Act as the primary coordination point with instrument vendors to ensure reliable integration, compliance, and operational continuity of lab systems.

40

Site IT Infrastructure, Business Systems, and Project Support

Support site-level IT infrastructure, local business applications, and participation in both local and global IT projects.

Ensure stability, availability, and performance of IT services through hands-on technical support, coordination with global IT teams, and execution of project-related deliverables.

30

Pilot Plant and Facility Automation IT Support

Provide IT support for Pilot Plant and facility automation systems, including data centers, conference rooms, network hub rooms, and related automation technologies.

Ensure system availability, secure operations, and alignment with site and enterprise IT standards.

10

Stakeholder Engagement, Procurement, and Asset Management

Manage effective communication with key stakeholders across business and support functions.

Support IT procurement activities, storeroom inventory management, asset disposal processes, documentation, and system discovery activities to ensure compliance, transparency, and operational efficiency.

10

End-User IT Support Outside Site Services Scope

Serve as a direct support contact for day-to-day IT issues and service requests that fall outside the scope of site services, ensuring timely resolution and high levels of user satisfaction.

10

ORGANIZATIONAL RELATIONSHIPS

R&D – Specifically with operations-based teams, though interactions can span across the business based on requirements.

ZTD – All groups based on requirements.

RESOURCES MANAGED  

Financial Accountability

Indicate the Average Budget or Revenue accountability, as applicable.

NA

Supervision

NA

EDUCATION AND EXPERIENCE

• Bachelor’s degree in healthcare, Veterinary Science, Computer Science, Information Systems, or related field
• 5+ years of relevant work experience
• Experience in Pharmaceutical industry R&D with Laboratory operations is a plus

TECHNICAL and Soft SKILLS REQUIREMENTS

• Strong Technical IT troubleshooting skills with Windows desktop and server, Networking, Printing Services, IP Telephony, Servers, Storage, network equipment etc.
• Excellent technical background and understanding of IT systems, infrastructure, specifically in the areas of support and implementation.
• Understanding of desktop platform, server platforms, and network infrastructure
• Proficient in use of MS Office, SharePoint, Shared Folders, MS Projects, Service Now, Power Platform
• Experience with RDBMS databases, Cloud computing, AI tools
• Proven ability to monitor and support IT infrastructure and services during challenging times.

PHYSICAL POSITION REQUIREMENTS

Note the physical conditions in which work will be performed, if applicable to the position.  Examples: Lifting, sitting, standing, walking, ability to travel, drive, unusual attendance requirements, weekend work or travel requirements, etc.

Hybrid working environment, with a mix of on-site and remote work as required by necessary work.

Comfortability working in R&D Lab environments.