Operations Analyst Infr engineering system

Job Description Must have: Mission/Purpose of the Job (one or two sentences that sum up the reason the job is needed): Info: The Operations Analyst supports the operational delivery and continuous improvement of global Infrastructure Engineering Systems, including CAD, CAM, PDM, PLM, requirements management, engineering collaboration applications, and related physical or virtual server environments. The role ensures reliable day-to-day support for engineering users by resolving service requests, incidents, and problems within agreed service levels, while proactively improving service stability, performance, and cost effectivenes Skills / Knowledge / Experience Must Have Minimum 35 years of experience in CAD, CAM, PDM, PLM, engineering application support, infrastructure operations, or a related IT service operations role. Must Have Strong troubleshooting, debugging, and problem-solving capability in CAD/PDM/PLM and engineering application domains, including CATIA, 3DEXPERIENCE, PTC, SolidWorks, Siemens NX/UG NX, Jama Connect, and CoLab support. Experience with Engineering Central, CATIA V6, 3DDashboard, Enterprise Change Management, Power BI connectors, ENOVIA applications, PTC, SolidWorks, Siemens NX/UG NX, Jama Connect, CoLab, and related engineering system integrations. Must Have knowledge of MQL, VBA, basic scripting, data analysis, service reporting, and operational documentation. Must Have Experience supporting platform upgrades, data migration, environment management, backup activities, and server or virtual infrastructure operations. Must Have Ability to analyze operational data, prepare issue reports, define KPIs, and recommend improvements to increase service stability, efficiency, and user satisfaction. Must Have Strong communication, coordination, and stakeholder management skills, with the ability to work effectively with global and overseas teams. Must Have Minimum 3–5 years of experience in CAD, CAM, PDM, PLM, engineering application support, infrastructure operations, or a related IT service operations role. Must Have Strong troubleshooting, debugging, and problem-solving capability in CAD/PDM/PLM and engineering application domains, including CATIA, 3DEXPERIENCE, PTC, SolidWorks, Siemens NX/UG NX, Jama Connect, and CoLab support. Must Have Experience with Engineering Central, CATIA V6, 3DDashboard, Enterprise Change Management, Power BI connectors, ENOVIA applications, PTC, SolidWorks, Siemens NX/UG NX, Jama Connect, CoLab, and related engineering system integrations. Must Have Knowledge of MQL, VBA, basic scripting, data analysis, service reporting, and operational documentation. Must Have Experience supporting platform upgrades, data migration, environment management, backup activities, and server or virtual infrastructure operations. Must Have Ability to analyze operational data, prepare issue reports, define KPIs, and recommend improvements to increase service stability, efficiency, and user satisfaction. Must Have Strong communication, coordination, and stakeholder management skills, with the ability to work effectively with global and overseas teams. Must Have Able to work independently, manage deadlines, take initiative in resolving complex issues, and operate with limited supervision. Must Have Willingness to work UK shifts and, when required, outside normal working hours for major incident recovery, system upgrades, or urgent operational support. Must Have Education: BE, B.Tech, M.Tech, or equivalent qualification in engineering, information technology, computer science, or a related discipline. ITIL or relevant service management certification is preferred. Main Responsibilities (Give 6 to 8 main areas of work. State what is to be done –to what - the end result e.g. Develop, agree and implement detailed sales plans to increase market share in Europe): Must Have Provide global operational support for CAD/CAM/PDM/PLM, requirements management, engineering collaboration applications, and Infrastructure Engineering Systems, ensuring agreed service levels are met for engineering users. Must Have Act as a key technical support contact for service requests, incidents, and problems related to engineering applications, operating systems, servers, virtual infrastructure, and end-user environments. Must Have Troubleshoot, diagnose, and resolve failures in CATIA, 3DEXPERIENCE, ENOVIA, CAD/CAM, PDM, PLM, PTC, SolidWorks, Siemens NX/UG NX, Jama Connect, CoLab, and related integrations, escalating complex issues to Product, Platform, vendor, or third-party support teams where required. Must Have Monitor production service performance, identify recurring issues, and support problem management activities to deliver permanent fixes and reduce operational disruption. Must Have Maintain operational environments through routine activities such as patching, upgrades, backup handling, environment checks, access coordination, documentation, and reporting. Must Have Support platform upgrades, data migration, environment management, and service transition activities to ensure stable and secure engineering system operations. Must Have Prepare technical documentation, issue reports, operational dashboards, and KPI/service performance reports to support decision-making and continuous improvement. Must Have Coordinate with global teams, Service Desk, Product Owners, Platform Owners, IS Service Managers, and external suppliers to improve service quality and operational excellence. Scope of the job (give details of nature and scope of role) Info: The Operations Analyst works within the Global CAD/CAM/PDM/PLM Operations area and supports Infrastructure Engineering Systems used by global engineering communities. The role covers operational support, service monitoring, incident and problem resolution, environment maintenance, supplier coordination, technical documentation, and continuous improvement for CAD, CAM, PDM, PLM, PTC, SolidWorks, Siemens NX/UG NX, Jama Connect, CoLab, and related infrastructure services. Info: The Operations Analyst reports functionally to the Global Manager CAD/CAM & PLM / Product Owner and collaborates closely with global engineering system teams, Service Desk, infrastructure teams, and external support partners. Talent Framework Detail Info: (the Talent Framework consists of a common set of 5 competencies that apply to all employees and are those that have been identified as most critical to drive success. The competences are translated into behaviours expected at each level. Please use the JD template with the appropriate Talent Framework level that applies to this position ie Individual Contributor, Team Leader, Business Leader, Global Leader. This template is for Talent Framework level - Team Leader.): Talent Framework level = Individual Contributor Drive Customer Success Must Have Demonstrates ownership with accountability with a genuine interest in accurately understanding and acting on customer needs and expectations. Prioritizes work and timely addresses customer requests. Actively seeks feedback to co-create solutions aligned with customer needs. Continuously searches for ways to improve customer service and Must Have customer experience. Improve Business Results Must Have Driven to understand how the business works and how to contribute to business success. Demonstrates an openness to change and readily learns and adapts to new digital technologies. Shares new and useful ideas and looks for diverse and new perspectives. Makes timely decisions and ensures effective execution of tasks, displaying a can-do attitude. Lead Myself Must Have Models growth mindset by embracing challenges and persist through obstacles. Engages in activities to broaden own knowledge and skills and takes initiatives to apply new skills on the job. Proactively asks for feedback and demonstrates self-awareness. Takes responsibility for and actively engages in own self development and wellbeing. Modifies behaviors based on feedback from others. Uses diverse relationship networks to exchange ideas and knowledge and learns from people different from self. Is aware of own biases and actively seeks to minimize them. Focus on Team Success Must Have Actively collaborates with others and openly shares knowledge and experiences. Makes productive contributions to the team and offers to help others complete work to ensure the team’s success. Shows interest in and learns from others who have different perspectives, backgrounds, and/or styles. Commit to a Sustainability Mindset Must Have Behaves in an ethical manner and in line with the Way We do Things. Contributes to a culture of inclusion by embracing diversity and treating others with respect and dignity. Acts with own and colleagues’ safety and well-being top of mind. Shows respect for the environment and contributes to a positive impact on society.