Job Title: Support Analyst IT – Quality
Location: Hyderabad, India
Job Summary: We are seeking a skilled Support Analyst in Quality Portfolio to provide reliable application support and operational excellence for key Quality IT systems.
This role focuses on supporting and maintaining specialized applications critical to quality management, laboratory operations, regulatory compliance, and sustainability initiatives across supply chain and manufacturing processes.
The ideal candidate brings strong technical support expertise, hands-on knowledge of LIMS (Laboratory Information Management System), Polarion (Application Lifecycle Management / Quality Assurance platform), and Sustainability applications (e.g., ESG tracking, waste/carbon management tools, or environmental compliance systems), to ensure system availability, user satisfaction, data integrity, and minimal disruption to business operations.
The position requires proactive issue resolution, user training, and collaboration with business stakeholders and IT teams—without involvement in software development, testing, or engineering tasks. Reporting to the Quality IT Delivery Lead and collaborating with onshore portfolio leadership, the analyst will contribute to stable, compliant, and efficient Quality IT operations.
This role should be working 4 days a week onshore from Hyderabad MTIC office and provides support on shift basis to covers 24x7 support for critical Quality applications.
Key Responsibilities
Provide first and second-level support for LIMS, Polarion, and Sustainability applications: troubleshoot incidents, resolve user queries, perform root-cause analysis, and implement fixes or workarounds in a timely manner.
Monitor system health, performance, and alerts; perform routine maintenance, configuration updates, user access management, and patch/application of updates to ensure high availability and compliance.
Manage user support lifecycle: respond to tickets (via ServiceNow/JIRA/Service Desk), prioritize issues based on business impact, escalate complex problems, and track resolution to closure.
Support business users (Quality, Lab, Regulatory, Supply Chain teams) through training sessions, knowledge articles, best-practice guidance, and process walkthroughs for effective use of LIMS (sample tracking, workflow automation, data integrity), Polarion (requirements/test management, traceability, QA compliance), and Sustainability tools (environmental data capture, reporting, ESG metrics).
Ensure data accuracy, traceability, and regulatory compliance (e.g., audit trails, electronic signatures, change control) across supported applications.
Collaborate with vendors/support teams (e.g., Siemens for Polarion, LIMS providers) for advanced troubleshooting, enhancements, or escalations.
Contribute to knowledge base maintenance, documentation of configurations/workflows, and continuous improvement initiatives (e.g., reducing recurring incidents, optimizing user experience).
Participate in change management processes: assess impact of updates, coordinate testing/validation (non-technical), and support go-live activities.
Track support metrics (ticket volume, resolution time, user satisfaction) and report trends to leadership for proactive improvements.
Qualifications
Required Qualifications & Experience
Bachelor's degree in Information Technology, Computer Science, Life Sciences, Supply Chain, or related field.
4+ years of experience in IT application support, preferably in Quality, Laboratory, Compliance, or Manufacturing environments.
Strong hands-on knowledge and support experience with:
LIMS (e.g., sample management, workflow automation, data integrity in lab/quality processes).
Polarion (ALM/QA platform for requirements, test management, traceability, compliance/audit support).
Sustainability applications (e.g., tools for ESG reporting, carbon/waste tracking, environmental compliance in supply chain/manufacturing).
Solid understanding of ITIL processes (incident, problem, change management) and ticketing tools (ServiceNow, JIRA).
Excellent problem-solving, communication, and customer service skills for interacting with global business users.
Experience in regulated industries (consumer goods, pharma, manufacturing) with focus on compliance and data governance.
Preferred Skills & Attributes
Familiarity with integration points between LIMS, Polarion, and other Quality/ERP/Sustainability systems.
Basic scripting/SQL knowledge for querying data or generating reports (not development).
Certifications: ITIL Foundation, Polarion Administrator/User, LIMS-related training, or equivalent.
Ability to thrive in a fast-paced, global matrix environment with cross-time-zone support needs.
This role is vital for maintaining reliable, compliant Quality IT operations—ensuring LIMS drives efficient lab workflows, Polarion enables robust QA/traceability, and Sustainability applications support environmental goals—while delivering exceptional user support and contributing to overall Quality transformation.
About Us: We are a leading organization committed to leveraging technology to drive business success. Our team is dedicated to innovation, collaboration, and delivering exceptional results. Join us and be a part of a dynamic and forward-thinking company.
How to Apply: Interested candidates are invited to submit their resume and cover letter detailing their relevant experience and qualifications.
Skills Required
- Bachelor's degree in Information Technology, Computer Science, Life Sciences, Supply Chain, or related field
- 4+ years' experience in IT application support in Quality, Laboratory, Compliance, or Manufacturing environments
- Hands-on support experience with LIMS (laboratory information management systems)
- Hands-on support experience with Polarion (ALM/QA platform)
- Experience supporting Sustainability/ESG applications (carbon/waste tracking, environmental compliance, ESG reporting)
- Solid understanding of ITIL processes (incident, problem, change management) and ticketing tools (ServiceNow, JIRA)
- Excellent problem-solving, communication, and customer service skills for global business user support
- Experience in regulated industries (consumer goods, pharma, manufacturing) with focus on compliance and data governance
- Work onsite 4 days/week from Hyderabad MTIC office and provide shift-based coverage for 24x7 support
- Familiarity with integration points between LIMS, Polarion, and other Quality/ERP/Sustainability systems
- Basic scripting/SQL knowledge for querying data or generating reports
- Certifications such as ITIL Foundation, Polarion Administrator/User, or LIMS-related training
- Ability to work in a global matrix environment across time zones
Mattel Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Mattel and has not been reviewed or approved by Mattel.
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Leave & Time Off Breadth — Leave & Time Off Breadth: Unlimited paid time off for many salaried roles, generous holiday schedules, and flexibility programs are highlighted across company materials. Practices like half‑day Fridays or end‑of‑year breaks appear in some areas, though specifics vary by team and location.
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Healthcare Strength — Healthcare Strength: Comprehensive medical, dental, vision, and disability coverage is paired with an Employee Assistance Program, mindfulness tools, and on‑site fitness centers at key locations. Recent updates add a company‑paid at‑home cancer‑screening program for those enrolled in medical plans.
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Parental & Family Support — Parental & Family Support: Paid leave for new parents, phase‑back‑to‑work options, and global fertility and family‑building resources are emphasized. Select campuses offer on‑site childcare, and adoption assistance and caregiver support are included.
Mattel Insights
What We Do
We are a purpose driven company with a mission to create innovative products and experiences that inspire, entertain, and develop children through play. We treat play as if the future depends on it — because it does. Play is our language, and we speak to our consumers authentically by representing the world as they see and imagine it. Mattel is a leading global toy company and owner of one of the strongest catalogs of children’s and family entertainment franchises in the world. We engage consumers through our portfolio of iconic brands, including Barbie, Hot Wheels, Fisher-Price, American Girl, Thomas & Friends, UNO, Masters of the Universe, Monster High and MEGA, as well as other popular intellectual properties that we own or license in partnership with global entertainment companies. Our offerings include film and television content, gaming and digital experiences, music, and live events. We operate in more than 35 locations and our products are sold in more than 150 countries in collaboration with the world’s leading retail and ecommerce companies. Mattel is recognized for the second year in a row as a Great Place to Work™ and as one of Fast Company’s Best Workplaces for Innovators in 2022.
