IW
Support Lead – Teamcenter PLM Production Support
Info Way Solutions LLC
🇺🇸 United States
On-site
Staff / Principal
4 months ago
- Teamcenter
- Incident Management
- Devops
- triage
- Windows
4 months ago
Support Lead – Teamcenter PLM Production Support
Role Summary
Experienced Support Lead responsible for managing production support operations for a large-scale Teamcenter PLM platform supporting global engineering and business teams. The role involves leading incident management, deployment coordination, operational governance, and hypercare support across multiple POD teams and enterprise integrations.
Acts as the central operational lead coordinating Business, QA, Development, DevOps, Infrastructure, and Vendor teams to ensure production stability, timely issue resolution, and smooth day-to-day operations in a highly customized Teamcenter ecosystem.
Key Responsibilities
Production Support & Incident Management
- Lead day-to-day production support activities for Teamcenter PLM applications and integrations.
- Manage incident triage, prioritization, escalation handling, and resolution tracking.
- Drive P1/P2 issue management, RCA reviews, and preventive action tracking.
- Ensure adherence to support SLAs, operational KPIs, and response timelines.
- Coordinate production deployments, release readiness reviews, and validation tracking.
- Partner with QA, DevOps, and Engineering teams during deployment and hypercare windows.
- Ensure deployment governance, rollback readiness, and operational controls are followed.
- Coordinate activities across Business, QA, Development, DevOps, Infrastructure, and Vendor teams.
- Manage follow-the-sun support operations across IST and PDT/CDT teams.
- Facilitate operational reviews, support triage calls, and escalation meetings.
- Publish support dashboards and operational metrics including SLA adherence, incident aging, and deployment success trends.
- Support leadership reviews, escalation governance, and continuous improvement initiatives.
- Drive standardization of support processes, incident tracking, and operational controls.
Required Skills & Experience
- 8+ years of experience in application production support or support operations.
- Strong experience supporting Teamcenter PLM or enterprise engineering applications.
- Experience managing global support teams and production incidents.
- Strong understanding of release management, deployments, and operational governance.
- Excellent stakeholder communication and escalation management skills.
- Experience working in highly customized enterprise environments with multiple integrations.
Key Competencies
- Strong operational ownership
- Incident and escalation management
- Cross-functional coordination
- Structured problem-solving
- High-pressure production support management
- Strong stakeholder management
Success Metrics
- Production stability and SLA adherence
- Faster incident resolution and reduced aging
- Deployment success rate
- Reduction in recurring production issues
- Effective hypercare and steady-state support transition
- Stakeholder satisfaction
Support Lead – Teamcenter PLM Production Support · Info Way Solutions LLC