Assistant Manager - Site Support Team

Job Purpose

This role includes Site Support will be the on-ground IT infrastructure owner at the assigned plant (FAB) location, responsible for ensuring uninterrupted availability of end-user computing, local network, and site-level IT services that support plant operations. The role acts as the first point of contact for IT infrastructure issues at site and works closely with the corporate Infra & Cloud team for escalations, projects, and standardisation.

Role & responsibilities

• Provide on-site first- and second-level support for desktops, laptops, printers, scanners, mobile devices and other end-user IT equipment at the plant.
• Monitor and maintain local network connectivity (LAN/Wi-Fi), structured cabling, and site network devices; escalate complex network/server issues to the central Network, Server & System Admin team.
• Support plant IT systems that interface with production/operations (e.g. shop-floor terminals, network drops for SCADA/MES-linked systems) in coordination with plant engineering and central IT teams.
• Log, track and resolve incidents/service requests raised via the helpdesk ticketing tool within defined SLAs; escalate unresolved issues in a timely manner.
• Coordinate with OEMs/vendors for onsite hardware break-fix, AMC visits, and installation of new IT equipment during plant expansions, shutdowns, or upgrades.
• Maintain and update site-level IT asset records, and support the central Asset Management team during physical verification/audits.
• Support onboarding/offboarding of plant employees and contractors from an IT infrastructure standpoint (device provisioning, network access, etc.).
• Ensure adherence to IT security, data protection and change management policies at the site; report deviations/incidents promptly.
• Participate in shift-based or on-call support rosters as required to support 24x7 plant operations.
• Maintain site IT documentation, network diagrams, and standard operating procedures, and keep them current.

Preferred candidate profile

• Education: B.E./B.Tech/Diploma in Computer Science, IT, Electronics or related discipline (or equivalent).
• Experience: 5-8 years in IT infrastructure/desktop/network support, preferably in a manufacturing or plant environment.

Skills Required

• Hands-on troubleshooting of desktops, laptops, printers, and peripheral devices (Windows environment).
• Working knowledge of LAN/Wi-Fi networking, structured cabling, and basic network troubleshooting.
• Familiarity with ticketing/ITSM tools and SLA-driven support models.
• Ability to work independently at a remote site with minimal on-site supervision.
• Good coordination and vendor management skills.
• Willingness to work in shifts/on-call and travel between plant sites as needed.