Must Have Technical/Functional Skills
Technical
• Siemens Teamcenter PLM
• Understanding of Teamcenter architecture and components
• Knowledge of Teamcenter modules such as: Workflow, Structure Manager, Change Management, Access Management
• Familiarity with Unix/Linux and Windows environments
• Knowledge of databases (Oracle / SQL Server)
• Experience with ITIL-based support processes
• Handle incidents and service requests using ITSM tools (ServiceNow, Remedy, etc.)
• Participate in problems and change management processes
Functional
• Provide L2/L3 support for Teamcenter PLM users
• Troubleshoot and resolve application, data, and workflow issues
• Monitor system stability, performance, and availability
• Manage incidents, service requests, and problem records via ITSM tools (ServiceNow, Remedy, etc.)
• Perform root cause analysis and implement permanent fixes
• Support Teamcenter upgrades, patches, and hotfixes
• Perform regression and UAT testing
• Support data migration and validation activities
• Participate in release planning and deployment
Roles & Responsibilities
Operations Support
2nd Level Support
• Provide advanced troubleshooting for incidents escalated from 1st level. Perform administrative activity to maintain the system:
Add or remove users, Update roles/groups and End user queries
• Provide problem management for identifying repeat incidents and problems within the application and validation of problem call resolutions.
• Support communicating with Siemens Global Technical Access Centre (“GTAC”) for known or found deficiencies (IRs (Incident Reports) and PRs (Problem Reports)).
• Leverage change control to ensure all changes implemented are approved, scheduled and communicated.
3rd Level Support - Remote
Provide expert troubleshooting for complex incidents escalated from 2nd level.
• Perform advanced problem management to identify root causes and identify and implement problem resolutions.
• Plan and execute release management in deployment of maintenance patches and performing project related tasks.
User Coverage
• Support 50 users.
• End user coverage for 4 hours a week to start. To be monitored monthly and adjusted as needed based on usage
• 24-hour response time for open issues
Teamcenter Application Weekend Maintenance – Onsite
To support patches and updates to Teamcenter, and to maintain code continuity with the Montreal Civil Teamcenter environment, the Siemens Partner will perform up to four (4) expected weekend maintenance activities.
These maintenance activities will include remote updates and testing in the Teamcenter Pre Production environment. Any maintenance required on the Teamcenter Production environment will be planned a minimum of four (4) weeks in advance. Users will be expected not to access the Teamcenter application during the weekend maintenance windows.
Maintenance activities will be performed by the Siemens Partner’s designated primary Product Architect. on site work is required
Generic Managerial Skills, If any
• Strong analytical and troubleshooting skills
• Good communication skills for interacting with technical and business users
• Ability to work independently and in cross-functional teams
• Strong documentation and organizational skills
Base Salary Range : $120,000 to $140,000 Per Annum
TCS Employee Benefits Summary:
Discretionary Annual Incentive.
Comprehensive Medical Coverage: Medical & Health, Dental & Vision, Disability Planning & Insurance, Pet Insurance Plans.
Family Support: Maternal & Parental Leaves.
Insurance Options: Auto & Home Insurance, Identity Theft Protection.
Convenience & Professional Growth: Commuter Benefits & Certification & Training Reimbursement.
Time Off: Vacation, Time Off, Sick Leave & Holidays.
Legal & Financial Assistance: Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing.
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