IW
Teamcenter -Support lead
Info Way Solutions LLC
Location not stated
Staff / Principal
1 month ago
- Teamcenter
- triage
- CAD
- Incident Management
- Java
- C++
- XML
- XSLT
- JSON
- SQL
- CI/CD
- Azure DevOps
- Agile
- Scrum
- ITIL
- SAP
- Integration Testing
1 month ago
Job Description:
| Teamcenter Support Lead Detailed Job Description |
Location:Remote (United States) with travel up to 25%
Position Summary
The Teamcenter Support Lead will establish and lead the operational support model for the Create2Make PLM platform. The role will coordinate L1/L2/L3 support, incident and problem management, service performance, environment health, release transition, knowledge management, and collaboration with business users, local administrators, infrastructure teams, development teams, and Siemens support.
Key Responsibilities
- Define and operate the Teamcenter support model, including intake, triage, ownership, escalation paths, handoffs, communication, and closure criteria.
- Lead L2/L3 support for Teamcenter, Active Workspace, CAD integrations, Dispatcher, visualization, workflows, access, integrations, and platform services.
- Coordinate with local administrators and service-desk teams to strengthen L0/L1 triage, known-error handling, and user communication.
- Own incident, problem, and major-incident management for PLM services, including business impact assessment, restoration, updates, and post-incident review.
- Drive root-cause analysis and corrective/preventive actions for recurring defects, performance issues, failed jobs, integration errors, and environment instability.
- Monitor system health, batch jobs, queues, services, logs, license usage, storage, interfaces, and performance indicators; define alerting and operational dashboards.
- Coordinate environment readiness, refreshes, configuration consistency, patching, planned maintenance, release deployments, smoke tests, and rollback readiness.
- Partner with development, architecture, infrastructure, database, network, identity, and integration teams to resolve cross-platform issues.
- Manage Siemens GTAC cases and supplier escalations, ensuring complete technical evidence and timely follow-through.
- Develop and maintain runbooks, knowledge articles, troubleshooting guides, support matrices, escalation contacts, and recovery procedures.
- Track SLAs, incident aging, recurrence, backlog, first-time resolution, restoration time, problem closure, and customer satisfaction.
- Support transition-to-operations for new releases by reviewing operability, monitoring, support documentation, access, training, and hypercare plans.
- Lead support governance reviews and provide clear reporting on trends, risks, actions, and service improvements.
- Siemens Teamcenter, preferably recent enterprise releases, and Active Workspace
- BMIDE, Teamcenter data model, preferences, organization, access controls, workflows, queries, and classification
- Teamcenter Integration Toolkit (ITK), SOA/REST services, and enterprise integration patterns
- Teamcenter Dispatcher, visualization/JT concepts, and CAD integration frameworks
- Java, C/C++, XML, XSLT, JSON, SQL, and scripting as applicable to the role
- Source control, code review, CI/CD, release management, and Azure DevOps or equivalent tooling
- Agile/Scrum delivery with strong documentation, traceability, and defect-management discipline
- 8+ years of Teamcenter administration, production support, or technical operations experience, including leadership of an enterprise support function.
- Strong technical understanding of Teamcenter architecture, Active Workspace, FMS, Dispatcher, workflows, security, CAD integrations, and interfaces.
- Experience troubleshooting application, database, web, integration, queue, file-transfer, access, and performance issues.
- Knowledge of ITIL-aligned incident, problem, change, release, service-level, and knowledge-management practices.
- Experience working with monitoring tools, log aggregation, service dashboards, and operational metrics.
- Strong communication skills for major incidents, business updates, stakeholder reviews, and technical escalations.
- Ability to coordinate global support teams across business hours, handoffs, and on-call arrangements.
- Bachelor's degree in engineering, computer science, information systems, or a related discipline; equivalent relevant experience may be considered.
- Strong written and verbal English communication skills suitable for customer-facing workshops, reviews, demonstrations, and executive status discussions.
- Experience supporting Teamcenter in medical devices, aerospace, automotive, or another complex engineering enterprise.
- Experience with SAP interfaces, CAD integrations, migration-related production issues, and Siemens GTAC.
- ITIL certification or equivalent service-management training.
- Experience establishing a new support operating model and transitioning delivery teams into steady-state support.
- Strong customer-facing communication and the ability to explain complex PLM topics in business language
- Collaborative leadership across architects, developers, functional consultants, migration, integration, testing, and support teams
- Ability to operate effectively in a high-visibility global program with multiple stakeholders and changing priorities
- Structured problem solving, ownership, transparency, and timely escalation of risks and dependencies
- Demonstrated ability to prepare and deliver clear solution walkthroughs, internal rehearsals, and customer demonstrations
- Submit candidates specifically against the Teamcenter Support Lead role and clearly label the role on the profile submission.
- Recruiters should complete a preliminary screening against the mandatory experience, Teamcenter depth, communication expectations, and program-specific scope before submission.
- Candidate resumes should clearly identify Teamcenter version exposure, modules implemented, hands-on responsibilities, project scale, integrations, and leadership scope.
- Interview availability should be confirmed in advance for the program's designated interview window.
Teamcenter -Support lead · Info Way Solutions LLC