PTC Inc. Looking for Technical Support Group Leader at Delhi, Delhi Full Time

It’s fun to work in a company where people truly BELIEVE in what they’re doing!

We’re committed to bringing passion and customer focus to the business.

Job Description:
Your Team

You will be leading a team responsible for Provisioning, Service Request and Maintenance execution related to Windchill/PLM & FlexPLM Products.

This team based in Gurgaon/Pune works closely with cross-functional group of Cloud professionals across the globe.

This team takes care of support/services related needs and is dedicated to one big strategic account.

Day to Day activities.

Taking ownership of incidents reported by the customer or by proactive monitoring tools and investigate issues and problems through to resolution.

Ensure team compliance to defined process. Promote a culture of excellence, ensuring high level of quality of all deliverables

Grow, coach, and develop your team to support customer demand and meet specific SLA.

Researching, diagnosing, troubleshooting, and identifying solutions to resolve issues within SLA’s also able to leverage the escalation if there are some hurdles.

Customer oriented, you can manage efficient customer communication and you understand business logic and customer priorities

Addressing customer Service Requests/ Changes as per the process.

Prepare the RCA document or incident report when needed and share with customer.

Consumes monitoring alerts and reacts to keep the environment running optimally.

Work in collaboration with escalation teams to resolve issues proactively and prevents incidents from re-occurring.

Collaborate with the PTC Service Manager and the customer to report any risks or any opportunity of improvement in terms of process, tools, and way of working

Preferred Experience:
5-6 years of hands on experience with Windchill PLM, Linux and AWS/Azure.

Must have skills (3-5 bullet points)

Ability to lead, coach and mentor a team of 5-10 people

Advanced Administration skills in Windchill PDMLink.

Windchill CAD Data management and visualization. FlexPLM experience is a plus.

Advanced understanding of Windchill Rehost and upgrade

Advanced command line Linux Skills

DB and VMware knowledge

Java, JS & Basic Apache

Awareness/Experience using a Ticketing System like Salesforce or Service Now

Experience with Zabbix monitoring software or other monitoring solution

Understanding of Cloud and Support stack

Strong, proven diagnostic and Troubleshooting Skills

Excellent problem-solving and communication skills, in particular with the customer.

Excellent Communication Skills; Verbal and Written

Ability to synthetize situation, issues and risks and priority actions for management level understanding

If you like wild growth and working with happy, enthusiastic over-achievers, you’ll enjoy your career with us!