Incident Management Specialist
Core
Provide incident management and technical support for PTC's hosted and SaaS Product Lifecycle Management (PLM) environments, specifically Windchill applications, ensuring rapid restoration of normal operations and high customer satisfaction.
Role type
Senior IC Cloud Support Analyst / Incident Management Specialist
Builds
Stability and reliability of mission-critical PLM solutions for enterprise customers
Domain
Enterprise Software / Product Lifecycle Management (PLM) / Cloud Infrastructure
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Incident management, SQL (Oracle/SQL Server), Java/.Net troubleshooting, enterprise application support, cross-functional collaboration, knowledge base creation, proactive problem solving
Preferred skills
PLM industry experience, Japanese business culture understanding, advanced Japanese language skills
Technologies
Windchill, PDMLink, ProjectLink, Salesforce, SNOW, PagerDuty, Oracle, SQL Server, Java, .Net
Responsibilities
Provide Cloud Incident support and advice to customers regarding hosted PLM applications; Execute resolutions to incidents reported by customers or received through internal monitoring; Restore normal operations to PTC hosted and SaaS clients quickly during critical incidents; Log issues and track status using case management tools; Create and improve knowledgebase articles aligned with KCS best practices; Provide extended support activities including technical trainings and mentoring
Seniority
Mid-level, hands-on IC