OT Technician - IT SME

IT Support & Collaboration

• Work closely with business users, manufacturing teams, automation engineers, and IT/Digital teams to support application-related issues and improvements.

• Provide day-to-day support for enterprise and shopfloor-connected applications.

• Act as a bridge between end users, OT teams, and IT teams to ensure smooth operation of integrated systems and applications.

• Coordinate with development, infrastructure, and vendor teams for issue resolution and system enhancements.

Incident Management & Troubleshooting

• Diagnose and resolve application issues, system errors, integration failures, and user-reported problems.

• Perform root cause analysis for recurring incidents and implement corrective actions.

• Monitor application performance, availability, and reliability to minimize downtime.

• Support troubleshooting of interfaces between applications, databases, and connected systems.

Application Maintenance & Enhancements

• Support configuration, maintenance, and continuous improvement of business applications.

• Assist with application upgrades, patches, releases, and validation activities.

• Participate in testing new features, bug fixes, and enhancements before deployment.

• Ensure proper documentation of application configurations, support procedures, and known issues.

Integration & System Support

• Support integration of applications with enterprise systems such as MES, historians, cloud platforms, or other digital tools.

• Assist in monitoring data flow between connected systems and help resolve interface issues.

• Work with technical teams to validate data accuracy, system performance, and application functionality.

• Support implementation of new digital solutions, proof-of-concepts, and rollout initiatives.

User Support & Documentation

• Provide end-user support, training, and guidance for business applications.

• Create and maintain support documents, SOPs, knowledge articles, and user guides.

• Track incidents, service requests, and enhancement requests through ticketing systems.

• Ensure support activities are documented and communicated effectively to stakeholders.

• Bachelor’s degree in engineering, Computer Science, Business, or related field.
• 5+ years of experience in a shopfloor application SME.

· Experience supporting enterprise or manufacturing-related applications.

• Understanding of manufacturing systems such as MES
• Ability to troubleshoot industrial networks and machine connectivity issues

Preferred Qualifications/ Skills

• Experience supporting applications in manufacturing or industrial environments.
• Understanding of systems such as MES, ERP, historians, or shopfloor digital applications.
• Familiarity with databases, SQL queries, and log analysis for troubleshooting.
• Knowledge of system integration concepts, APIs, middleware, or interface monitoring.
• Understanding of communication between applications and cloud platforms.
• Experience with ticketing tools and incident/problem management processes.
• Ability to support testing, user acceptance validation, and release activities.
• Strong analytical and problem-solving skills.
• Experience in documenting requirements, support processes, and maintaining technical documentation.
• Strong cross-functional coordination and stakeholder management skills.
• Deep understanding of customer and business needs.
• Ability to work on less defined issues requiring creative approaches and new perspectives.