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About the Role
As a specialist in electronics and software for the past 20 years, in-tech is a dynamic, fast-growing engineering company headquartered in Munich, Germany employing around 2350 employees globally across 20 project locations in 8 countries.
in-tech develops innovative engineering solutions for the automotive, rail, aerospace, defence, and industrial sectors.
We are committed to a flexible, modern work culture and work-life balance. Our colour orange stands for liveliness, warmth, and dynamism. We value a strong team spirit, fresh ideas, and a positive work culture. We call it the “Orange Spirit”!
Since 2024, in-tech became a subsidiary of Infosys Ltd. This strategic partnership enables us to offer our customers even more comprehensive development and digitalisation services and a greater offshore capability.
Responsibilities
We are looking for a Technical Lead who will be responsible for providing Level 2 and Level 3 technical support for a portfolio of Commercial Off-The-Shelf (COTS) engineering applications and product development applications, including CAD, ALM, MBSE (Model-Based Systems Engineering), Requirements Management, and Simulation tools used across the Aerospace & Defense and Engineering domains.
- Provide L2/L3 support for engineering applications (e.g., Creo, MATLAB, IBM ELM/DOORS, Cameo, E3 Cable, MOOD) and associated integrations.
- Analyse and resolve complex incidents, service requests, and application-related issues within agreed SLAs.
- Perform root cause analysis (RCA) and implement permanent fixes to prevent recurring problems.
- Manage application availability, performance monitoring, health checks, and capacity considerations.
- Plan and support application installations, upgrades, patches, hotfix deployments, and migrations.
- Configure and maintain application environments, including user access, roles, permissions, licenses, certificates, and service accounts.
- Ensure adherence to ITIL processes, driving Incident, Problem, Change, and Release Management activities.
- Maintain and enhance integrations between engineering applications and connected platforms, including log analysis and integration troubleshooting.
- Create and maintain support documentation, SOPs, knowledge articles, and runbooks; conduct Knowledge Transfer (KT) sessions.
- Act as the primary technical escalation point for customers and internal support teams; coordinate with vendors for issue resolution.
- Participate in CAB meetings, planned maintenance activities, and regular service review sessions, providing status reporting to stakeholders.
- Identify automation opportunities, process improvements, and support transition/onboarding/stabilization of new applications into the AMS landscape.
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Requirements
- Must be a UK National, based within reasonable commuting distance of Stevenage or willing to travel regularly to the Stevenage office/customer site.
- Eligibility to obtain UK Security Check (SC) and/or Developed Vetting (DV) clearance; prior SC/DV clearance is highly preferred.
- 8–12+ years of experience supporting CAD or aerospace engineering applications in global AMS environments.
- Minimum 3–5 years in a Technical Lead or similar senior support role, with proven ownership of application support and operations.
- Hands-on administration and troubleshooting experience with Creo Parametric, Creo View, Creo Illustrate, and MATLAB.
- Experience with Arbortext Aerospace & Defense, IBM Engineering Lifecycle Manager, IBM DOORS, Cameo Teamwork Cloud/MBSE tools, E3 Cable, and MOOD system administration/support.
- Strong technical competencies in application installation, upgrades, patch management, user/access management, license management, and compliance monitoring.
- Good understanding of database fundamentals (SQL Server and/or Oracle), including basic querying and performance awareness.
- Scripting experience (PowerShell, APIs, Python preferred) for automation, reporting, and operational improvements.
- Demonstrable experience working in SLA/KPI-driven support models, with strong customer-facing and stakeholder management skills.
- Familiarity with ITIL-based processes; ITIL Foundation/ITIL 4 certification preferred.
- Bachelor’s or master’s degree in mechanical engineering, Aerospace Engineering, or a related technical discipline.
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As part of our dedication to the diversity of our workforce, in-tech is committed to equal employment opportunity without regard for age, race, colour, national origin, ethnicity, gender, protected veteran status, disability, sexual orientation, gender identity, or religion.
We develop technologies that make the future possible: As an engineering and digitalization partner, we support our customers in developing intelligent, connected, and software-based systems. Through engineering excellence, innovative technologies, and global collaboration, we create sustainable value and accelerate innovation. At the same time, we foster an environment where people take pride in helping to shape the technologies of tomorrow.
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