Assistant Manager – IT Support

Job Description:

Job Title: Assistant Manager – IT Support
Department: Information Technology
Industry: Food & Beverages / Manufacturing
Location: Parel-Mumbai
Reports To: Senior IT Support Manager / Head of IT
Employment Type: Full-time

Job Summary:
The Assistant Manager – IT Support is responsible for managing IT support operations across manufacturing units, warehouses, and corporate offices. This role ensures the stability and efficiency of IT systems critical to production, quality, and logistics. A key requirement is a minimum of 2 years of hands-on experience with Microsoft Dynamics 365 & related business operations, particularly in modules relevant to manufacturing, supply chain operations, and finance.

Key Responsibilities:

• Lead the IT support function across manufacturing plants, warehouses, and corporate offices, ensuring high availability of business-critical systems.
• Provide second-level support and troubleshooting for Microsoft Dynamics 365, especially in manufacturing, inventory, and finance modules including user access, workflows, reporting, and integration with other business systems.
• Troubleshoot and resolve complex issues related to ERP transactions, system integrations, and data inconsistencies.
• Coordinate with software development teams to support and maintain in-house developed applications and business support tools used in operations.
• Ensure uptime and performance of production-critical systems, including ERP, MES, SCADA, and plant automation interfaces.
• Coordinate with internal users to align IT support with operational and compliance needs.
• Train users on Microsoft Dynamics 365 and other enterprise applications.
• Monitor system logs, performance metrics, and alerts to proactively identify and resolve potential issues.
• Manage IT support ticketing systems, ensuring timely resolution and root cause analysis of recurring problems.
• Support business continuity planning and disaster recovery strategies for critical IT systems.
• Regularly monitor software application usage to identify gaps and opportunities, driving enhancements to optimize performance and elevate the product.
• Generate weekly and periodic reports to track issue status, analyse progress, and inform data-driven decisions for future improvements.
• Create and maintain process documents, updating versions with each application change to ensure accurate, current documentation.

Qualifications & Experience:

• Bachelor’s degree in information technology, Computer Science, or a related field.
• Minimum 2 years of hands-on experience with Microsoft Dynamics 365 in a manufacturing or supply chain environment.
• 3–4 years of overall IT support experience, preferably in the food & beverage or manufacturing sector.
• Familiarity with food industry standards.
• Certifications such as ITIL, CompTIA, or Microsoft Certified: Dynamics 365 Fundamentals are advantageous.

Key Skills:

• Strong troubleshooting and analytical skills in a production environment.
• In-depth knowledge of Microsoft Dynamics 365 modules and workflows.
• Excellent communication and coordination skills with technical and non-technical teams.
• Ability to manage IT support across multiple locations and shifts.
• Proactive mindset with a focus on minimizing downtime and improving system reliability.
• Capable of generating reports to issue status, analyse progress, find out process gaps, and suggestion for future improvements.

Working Conditions:

• May require travel to manufacturing plants, warehouses, and remote offices.
• On-call availability during operations hours, including weekends or night shifts during critical operations or upgrades.