MCAD Application Support Lead

Position: MCAD Application Support Lead

Location: Bangalore / Pune / Hyderabad
Experience: 912 Years
Notice Period: Immediate

Roles & Responsibilities

• Lead a team of CAD support engineers from offshore supporting multiple MCAD & ECAD applications, prominently NX, CATIA, BricsCAD, and Mentor Expedition.
• Provide CAD application troubleshooting and L3 support for NX, CATIA, and integrations with Teamcenter.
• Provide license management support for all CAD applications.
• Ensure application coverage through shift rostering and on-call scheduling.
• Analyze skill gaps within the team and arrange periodic training sessions to ensure sufficient coverage for all applications in scope.
• Drive knowledge management and ensure learnings are captured and knowledge articles are utilized for support.
• Monitor and track metrics/SLAs and ensure 100% compliance/adherence.
• Control ticket backlogs and aging tickets within defined limits.
• Share weekly/monthly reports with leadership and customers.
• Conduct daily internal team meetings and participate in weekly governance calls with customers.
• Lead Problem Management activities and focus on proactive issue resolution and corrective actions to ensure stable application services.
• Drive Continuous Service Improvement activities and ensure YoY productivity improvement.
• Monitor progress on bug fixes and enhancements, including minor and major enhancements.

Expertise Required

• B.E./B.Tech. in Mechanical/Production Engineering.
• 9–12 years of experience working with CAD applications such as NX, CATIA, Creo, AutoCAD, etc.
• IT Service Management/Application Support experience, including issue troubleshooting, installation, maintenance, and upgrades of CAD applications.
• Product design, CAD modeling, and detailing experience in the automotive industry is preferred.
• ITIL V3/V4 certification and familiarity with ITIL processes for Incident, Request, Problem, and Change Management.
• ServiceNow or other ticketing tool knowledge is mandatory.
• Willingness to work in shifts if required.
• Good team player with strong communication skills.
• Functional experience in CAD tools, mainly NX and preferably CATIA, Creo, and AutoCAD.
• Experience in license management of CAD applications on license servers, with an understanding of FlexLM license processes.
• Self-starter with excellent verbal and written communication skills and experience working in a multicultural environment.
• Customer-centric approach with the ability to build good relationships with customer focal points and coordinate with software vendors and third-party stakeholders.

Software Skills – Mandatory

• NX & CATIA – application support and functional expertise.
• Teamcenter environment and integration with CAD tools.
• ServiceNow.

Software Skills – Desirable / Good to Have

• CAD customization and configuration with Teamcenter knowledge.
• SolidWorks.
• AutoCAD.
• Mentor Expedition.