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PTC Cloud Strategic Accounts, Engineer

3.00 to 4.00 Years   Gurugram   16 Mar, 2021
PTC Software India Pvt Ltd
Job LocationGurugram
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT - Software
Functional AreaGeneral / Other Software
EmploymentTypeFull-time

Job Description

Your Team

  • You will be part of a dedicated team responsible for NOC/ Incident/ Service Request team related to Windchill/PLM Products.
  • This team based in Gurgaon works closely with cross-functional group of Cloud professionals across the globe.
  • Team takes care of support/services related queries for customers.
This team 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.
  • 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 workingPreferred Experience:
  • 3-4 years of hands on experience with Windchill PLM, Linux and AWS/Azure.
Must have skills (3-5 bullet points )
  • Basic Administration skills in Windchill PDMLink
  • Windchill CAD Data management and visualization
  • Basic understanding of Windchill Rehost and upgrade
  • Advance 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 something comparable
  • 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 ,

Keyskills :
monitoring toolsplmcadcustomer communicationcustomer servicedata managementptcproactive monitoringcloudlinuxproblem solvingbasicrcaslacaretroubleshooting skillscommunication skills

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