Immediate need for a talented PLM Support Lead . This is a 12+ months contract opportunity with long-term potential and is located in Orlando- Florida (Onsite). Please review the job description below and contact me ASAP if you are interested.
Job ID: 26-08919
Pay Range: $50 - $55/hour. Employee benefits include, but are not limited to, health insurance (medical, dental, vision), 401(k) plan, and paid sick leave (depending on work location).
Key Responsibilities:
- Own end-to-end AMS delivery across L2/L3 support
- Ensure SLA/KPI adherence with regular performance tracking and reporting
- Manage incidents & major incidents, including escalation and war room coordination
- Drive problem management & RCA to reduce recurring issues
- Act as primary stakeholder interface for client/business communication
- Lead service governance (daily/weekly/monthly reviews, dashboards)
- Drive continuous improvement & automation initiatives
- Manage support teams (onshore/offshore, capacity, shifts, skills)
- Ensure application stability & environment management (monitoring, releases, health checks)
- Build and maintain knowledge base & documentation, ensuring smooth transitions and support continuity
Key Requirements and Technology Experience:
- Must Have: FlexPLM, PLM, ASM, PTC
- ITSM / ITIL expertise strong knowledge of incident, problem, change management frameworks
- Service delivery & SLA management monitor and drive KPI/SLA performance
- Stakeholder management ability to interface with business, client, and vendors
- Incident & RCA capability lead issue resolution and root cause analysis
- Team leadership manage global (onshore/offshore) support teams
- Application support knowledge understanding of L2/L3 support models and enterprise apps
- Analytical & problem-solving skills analyse ticket trends, recurring defects, and performance gaps
- Communication skills clear reporting, executive updates, and escalation handling
- Continuous improvement mindset drive automation, optimisation, and productivity initiatives
- Knowledge management & documentation maintain KEDB, SOPs, and reusable solutions
- Technical Knowledge of Retail PLM application (FlexPLM/Centric/Bamboo Rose/ DeSL etc.)
Our client is a leading IT Industry and we are currently interviewing to fill this and other similar contract positions. If you are interested in this position, please apply online for immediate consideration.
Pyramid Consulting, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
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