Application Support Analyst – IT (Pharma / GxP)

About the role

HCLTech is seeking an experienced Application Support Analyst to provide L1/L2 production support for critical IT applications in a regulated pharmaceutical environment. You will ensure system availability, resolve incidents, and maintain compliance with GxP and ITIL standards.

Key responsibilities

• Provide L1/L2 support for business‑critical applications, diagnosing and resolving incidents, service requests, and system issues.
• Manage tickets in line with SLAs and ITIL processes, communicating status and resolutions to stakeholders.
• Participate in incident, problem, and change management activities, including root‑cause analysis and change deployments.
• Monitor application performance, batch jobs, and integrations, maintaining documentation, SOPs, and knowledge bases.
• Ensure adherence to GxP, data‑integrity, and validation standards while collaborating with business, IT, quality, and vendor teams.

Required profile

• 5+ years of experience in Application Support, Production Support, or IT Support.
• Strong understanding of ITIL processes (Incident, Problem, Change).
• Experience supporting enterprise or business‑critical systems and troubleshooting applications, interfaces, batch processes, and user‑access issues.
• Proficiency with ticketing tools such as ServiceNow or Remedy.
• Excellent communication and stakeholder‑management abilities.
• Preferred experience in pharmaceutical/biotech regulated environments with knowledge of GxP, CSV, data integrity, and validation.
• Exposure to lab systems (LabX, qPCR, FTIR), SCADA/manufacturing systems, and middleware/integration platforms.
• ITIL certification is a plus.

Required skills

• ITIL
• ServiceNow
• Remedy
• GxP
• CSV
• Data integrity
• Validation
• LabX
• qPCR
• FTIR
• SCADA
• Middleware / integration platforms

What we offer

• Opportunity to work in a fast‑growing global tech company.
• Collaborative environment with diverse, creative teams.
• Professional development and career growth in a regulated industry.