Support Manager

Experience Required:

5+ years in PTC SPM and Supply Chain domain

Job Summary:

We are seeking a highly skilled and experienced professional to lead production support and team management for PTC SPM applications within the supply chain domain. The ideal candidate will have a strong technical background, excellent communication skills, and proven experience in managing global client relationships and 24x7 support operations.

Key Responsibilities:

• Lead and manage production support for PTC SPM / servigistics applications.
• Oversee a team responsible for incident resolution and service delivery.
• Manage ServiceNow incident queues and ensure timely resolution of issues.
• Ensure 24x7x365 availability and support coverage across global time zones.
• Maintain and optimize SQL queries and stored procedures for performance and reliability.
• Utilize ETL tools and processes to support data integration and transformation.
• Collaborate with clients across EMEA and US regions, ensuring high levels of satisfaction and service quality.
• Provide regular updates and reports to stakeholders and leadership.
• Drive continuous improvement in support processes and team efficiency.

Required Skills & Qualifications:

• Minimum 5 years of hands-on experience with Servigistics / PTC SPM.
• Strong domain knowledge in supply chain operations.
• Proven experience in managing production support environments.
• Proficiency in SQL and stored procedures.
• Working knowledge of ETL tools and data workflows.
• Experience with ServiceNow or similar ITSM platforms.
• Knowledge of SAP for downstream/upstream.
• Excellent communication and interpersonal skills.
• Ability to manage client relationships across multiple time zones.
• Strong leadership and team management capabilities.