Application Support Analyst – IT (Pharma / GxP)

Salary: $85,000 – $90,000 per year

We are HCLTech, one of the fastest-growing large tech companies in the world and home to 219,000+ people across 54 countries, supercharging progress through industry-leading capabilities centered around Digital, Engineering and Cloud.

The driving force behind that work, our people, are diverse, creative, and passionate, raising the bar for excellence on a regular basis. We, in turn, work hard to bring out the best in them as we strive to help them find their spark and become the best version of themselves that they can be.

At HCLTech , we value the unique perspective and contributions of all individual and we actively encourage applications from Aboriginal and Torres Strait Islander people to apply for this role.

Are you ready to be an important part of this ever-transformational journey?

About the Role

We are looking for an experienced Application Support Analyst to support critical IT applications within a regulated pharmaceutical environment.

This role focuses on L1/L2 production support, ensuring system availability, issue resolution, and compliance with GxP and ITIL service management standards.

You will work closely with business users, infrastructure teams, vendors, and quality teams to maintain reliable and compliant application operations.

Key Responsibilities

Application Support & Service Operations

• Provide L1/L2 support for business-critical applications

• Diagnose and resolve incidents, service requests, and system issues

• Manage tickets in line with SLAs and ITIL processes

• Communicate clearly with stakeholders on status and resolutions

Incident, Problem & Change Management

• Handle incidents with priority-based resolution and escalation

• Support root cause analysis and problem management activities

• Participate in change deployments, testing, and release activities

Monitoring & Compliance

• Monitor application performance, batch jobs, and integrations

• Maintain support documentation, SOPs, and knowledge base

• Ensure adherence to GxP, data integrity, and validation standards

Stakeholder Collaboration

• Work with business, IT, quality, and vendors to resolve issues

• Identify trends and support continuous service improvement initiatives

Required Skills & Experience

• 5+ years’ experience in Application Support / Production Support / IT Support

• Strong understanding of ITIL processes (Incident, Problem, Change)

• Experience supporting enterprise or business-critical systems

• Ability to troubleshoot:

  • Applications

  • Interfaces / integrations

  • Batch processes

  • User access issues

• Experience with ticketing tools (ServiceNow, Remedy, etc.)

• Strong communication and stakeholder management skills

Preferred Experience

• Experience in pharmaceutical / biotech / regulated environments

• Knowledge of GxP, CSV, data integrity, and validation

• Exposure to systems such as:

  • Lab systems (LabX, qPCR, FTIR)

  • SCADA / manufacturing systems

  • Middleware / integration platforms

• ITIL certification (preferred)

Why Us:

We are one of the fastest-growing large tech companies in the world, with offices in 50+ countries across the globe and 219,000 employees. Our company is extremely diverse with 165 nationalities represented. We offer the opportunity to work with colleagues across the globe. We offer a virtual-first work environment, promoting a good work-life integration and real flexibility. We offer comprehensive benefits for all employees. We are a certified great place to work and a top employer in 17 countries, offering a positive work environment that values employee recognition and respect.

Equal Opportunity Statement Representing 165 nationalities across the globe, we pride ourselves on being an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, colour, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, Aboriginal and Torres Strait Islander people or any other protected classification, in accordance with federal, state, and/or local law.

Candidate Data Privacy Notice |

HCL Technologies We are committed to respecting your privacy and for the protection of your personal data. Your personal data will be collected and processed in line with our candidate privacy notice: https://www.hcltech.com/candidate-privacy-notice. This privacy notice will help you to understand what personal data we collect about you, how we use this personal data, and what rights you have regarding your personal data. By replying to this email or submitting any personal data to HCLTech, you acknowledge that you have read and understood the candidate privacy notice and have provided your consent to the processing of your data for recruitment purposes as de