IT Technician - Operations Center

Job Title: IT Technician - Operations Center

Location: Mumbai Region (Ambernath), India

Job Type: Full-Time

Reporting: Manager Operations Center

About Polypeptide Group:

PolyPeptide Group AG and its consolidated subsidiaries (“PolyPeptide”) is a specialized Contract Development & Manufacturing Organization (CDMO) for peptide- and oligonucleotide-based active pharmaceutical ingredients. By supporting its customers mainly in pharma and biotech, it contributes to the health of millions of patients across the world. PolyPeptide serves a fast-growing market, offering products and services from pre-clinical to commercial stages. Its broad portfolio reflects the opportunities in drug therapies across areas and with a large exposure to metabolic diseases, including GLP-1. Dating back to 1952, PolyPeptide today runs a global network of six GMP-certified facilities in Europe, the U.S. and India. PolyPeptide’s shares (SIX: PPGN) are listed on SIX Swiss Exchange.

Position Overview:

We are seeking a dedicated and technically proficient IT Technician to join our Operation Center team. In this role, you will serve as the first point of contact for IT-related incidents and service requests, providing immediate resolution or appropriate escalation based on established protocols.

This position supports operations across India (Ambernath), Europe, and the US (PST), requiring flexibility to work in rotational shifts, including outside standard business hours. You will operate under the guidance of the Operation Center Manager and collaborate with global service and system owners to ensure seamless IT support and service delivery.

You will be expected to adhere to Global IS/IT processes and procedures, contribute to the implementation of global IT standards, and assist in maintaining accurate and compliant system documentation.

Key Responsibilities

• Serve as the first-line support technician for IT incidents and service requests via phone and ticketing systems.
• Troubleshoot and resolve issues promptly or escalate them to the appropriate internal teams based on priority and category.
• Provide support across multiple time zones through a structured shift schedule.
• Follow ITIL-aligned processes, particularly in incident and service request management.
• Collaborate with global teams to implement and uphold IT standards and best practices.
• Maintain and update technical documentation to ensure accuracy and compliance.

Required Qualifications and Competencies

Education & Experience:

• Bachelor’s degree in computer science or a related field.
• 3–5 years of experience in a global organization as a remote first-line IT support technician.

Technical Skills:

• Proficiency in Microsoft technologies:
• • Office 365 Suite
  • Azure / Entra
  • Active Directory
• Solid understanding of basic networking concepts:
• • TCP/IP, DHCP, DNS, VPN, VLAN, Firewalls, Wi-Fi
• Experience with remote support tools (e.g., TeamViewer).
• Familiarity with the ITIL framework, especially Incident and Service Request Management.

Soft Skills:

• Strong verbal and written communication skills in English.
• Analytical mindset with a proactive approach to problem-solving.
• Ability to work independently while contributing effectively to a team.
• Customer-oriented with a commitment to delivering high-quality support.

Preferred Qualifications

• Experience with ITSM platforms such as ManageEngine ServiceDesk Plus, Jira, or ServiceNow.
• Prior experience in life sciences or pharmaceutical industry, particularly in GMP-regulated environments.
• Proficiency in French is an asset.
• Previous experience working in shift-based roles outside standard office hours.

Why Join Us at Polypeptide Group:

Polypeptide Group offers an exciting opportunity to work at the forefront of peptide-based therapeutics, a rapidly growing and innovative segment of the pharmaceutical industry. As a key member of our team, you will have the opportunity to contribute to a company that is dedicated to the success of its clients and the advancement of peptide science. Join us and be part of a global organization that is shaping the future of life-saving therapies.