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Job Description & How to Apply Below
You start your day reviewing critical and business‑impacting incidents in our global Teamcenter PLM environment, with a strong focus on application‑level issues in the Active Workspace client. As a Teamcenter application expert, you analyze user‑reported problems, logs, and system behavior, steer and track an external Application Managed Service (AMS) team, and coordinate closely with internal platform and development teams. You drive structured problem solving, ensure transparent communication, and actively contribute to stabilizing and improving the Teamcenter user experience worldwide.
How You'll Make An Impact
Own and manage Teamcenter‑related incidents end‑to‑end, with a strong focus on application‑level incident and problem solving, aligned with ITIL / ITSM practices
Act as an application expert (Level
3) for complex Teamcenter issues, with particular emphasis on Active Workspace (AWC) user, functional, and usability incidents
Analyze and resolve incidents by reproducing issues, reviewing logs and traces, and identifying application‑level root causes
Steer and track an external Application Managed Service (AMS) team, ensuring clear task ownership, prioritization, progress tracking, and SLA adherence
Coordinate resolution across external AMS providers, internal platform/operations teams, development teams, and business stakeholders
Lead major incidents when required, including bridge calls, service restoration, stakeholder communication, and structured follow‑up until closure
Run regular governance and alignment meetings with the Application Managed Service team to review incident trends, recurring application issues, open defects, workarounds, and fix or release status
Drive root cause analysis and identify problem candidates for recurring Teamcenter incidents.
Ensure high‑quality ticket documentation, correct categorization, and timely updates in Service Now or a comparable ITSM tool
Maintain and contribute to knowledge base articles, known error records, and standard workarounds to improve first‑time fix rates at L1/L2
Provide expert guidance to users on Teamcenter and Active Workspace usage, processes, and best practices to improve user experience and reduce repeat incidents
Support service stability through proactive analysis, monitoring insights, and continuous operational improvement proposals
What You Bring
Bachelor's degree in Engineering, Computer Science, Computer Applications, or a comparable field
5–8 years of strong hands‑on experience in Teamcenter PLM operations or application support, including production environments
Proven expertise at application level in the Teamcenter environment, with deep experience in Active Workspace (AWC) incident and problem solving
Demonstrated experience in an Incident Manager role or a comparable ITSM function
Strong understanding of ITIL / Incident Management processes, including prioritization, stakeholder communication, and post‑incident reviews
Proven experience steering and collaborating with external Application Managed Service (AMS) providers, including performance tracking and operational governance
Hands‑on experience with Service Now or a comparable ITSM tool for incident lifecycle management, reporting, and SLA monitoring
Solid troubleshooting skills in Teamcenter clients (AWC, RAC), including log and trace analysis and issue reproduction
Working knowledge of Teamcenter ecosystem components (e.g., FMS, Dispatcher, Pool Manager) to effectively coordinate with platform and development teams
Basic knowledge of Windows and Linux environments relevant for operational support
Clear, structured verbal and written communication skills, with experience working across international and cross‑functional teams
Exposure to Agile or Dev Ops ways of working is an advantage
Good to Know
Experience in structured ITSM or AMS environments with defined L1/L2/L3 support models
Exposure to problem management, defect tracking, and release coordination with development teams
Experience creating dashboards, KPIs, or reports in Service Now or similar tools
About The Team
You will join a global PLM operations team responsible for the stability, reliability, and…
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