Source description
About the role
Job Description:
Provide the expertise and effort for PLM infrastructure maintenance at an Expert Level, as directed by the PLM Application Owner.
Act as the Expert level point of contact for the CUSTOMER DWB L2 support relative to application features and application enhancement requirements.
When required, work with the software vendor support to resolve issues that require L4 support.
When required, work with the development resources and onsite L2 to test and deploy required sustaining bug fixes.
As requested, consult with the PLM Application Owner and collaborate on the architectural activities for the major and minor incidents, problems, and enhancements.
Troubleshoot application issues/behaviors and take appropriate actions.
Direct/influence L2 and L3 level resources to ensure Problem resolution.
Prepare documentation and guidance to empower the L2 resources to own and solve more DWB issues, offloading L3 to work more unique needs
Work to migrate as many systemic fixes to the L2 team or develop automations to abate the problems.
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