Office Manager

About the role

The IT Specialist – IT Operations is responsible for delivering advanced technical support and ensuring stable, compliant IT operations across the organization. The role focuses on troubleshooting, supporting ITIL processes, administering Office 365, and maintaining validation standards required in the pharmaceutical industry.

Key responsibilities

• Manage Computer System Validation (CSV) activities for new and existing IT systems in line with GAMP 5 and regulatory requirements.
• Participate in IT audits and ensure ongoing audit compliance.
• Prepare and review validation documentation, ensuring data integrity, audit trails, and electronic record/e‑signature (ERES) compliance.
• Coordinate with Quality Assurance, manufacturing, and external vendors for validation planning and execution.
• Support application upgrades, patching, and change control following ITIL and GMP standards.
• Provide Level 2 technical support for escalated hardware, software, network, and application issues.
• Troubleshoot and resolve advanced Office 365 problems (Exchange Online, SharePoint, Teams, OneDrive).
• Maintain the IT ticketing solution, ensuring tickets are logged, categorized, prioritized, and resolved promptly.
• Maintain IT asset records, participate in physical asset verification, and support hardware/software lifecycle management.

Required profile

• Bachelor’s degree in IT, Computer Science, or a related field.
• 5+ years of IT operations experience, including at least 2–3 years in Level 2 support.
• Strong knowledge of ITIL processes and ticketing tools such as ManageEngine.
• Hands‑on experience with Office 365 administration.
• Good knowledge of Excel and expert-level PowerPoint presentation skills.

Required skills

• ITIL process management
• ManageEngine ticketing
• Office 365 administration (Exchange Online, SharePoint, Teams, OneDrive)
• Computer System Validation (CSV) and GAMP 5
• 21 CFR Part 11 compliance
• GxP/GMP environment experience
• Level 2 hardware, software, network troubleshooting
• Application upgrade, patching, and change control
• IT asset management