Teamcenter Support Lead

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.

Required Technical and Functional Competencies

· 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

Required Experience and Qualifications

· 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.

Preferred Qualifications

· 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.

Leadership and Behavioral Expectations

· 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