Track Manager (Support & Operations)

Job Summary

The L3 Infor MES Consultant (EUC OT) is responsible for transitioning Infor MES–related EUC OT services from Customer to HCLTech, stabilizing operations, and enabling BAU teams to take over day-to-day support. The role provides Level 3 support across Infor MES endpoints, OT access platforms, PLC/SCADA integrations (support-only), and remote OT access services, ensuring production continuity and compliance with IT-OT separation principles.

Key Responsibilities

Key Objectives

• Transition EUC-OT scoped Infor MES services from Incumbent/Customer to HCLTech • Capture operational knowledge and known issues • Provide L3 escalation support post-transition • Train and mentor BAU L1/L2 OT support teams

Transition & Knowledge Transfer:

• Participate in structured transition activities including shadowing and reverse-shadowing • Document the MES endpoint and OT access landscape • Create SOPs, Runbooks, Known Error Database and BAU handover documentation

Infor MES – EUC OT Support

• L3 support for MES endpoints (shopfloor PCs, tablets, panel PCs) • Troubleshoot client-side, OS, access, and connectivity issues impacting MES • Coordinate with Infor vendor support and customer MES owners (platform-related only)

PLC & SCADA Support (Integration Focus)

• Support-only troubleshooting of PLC/SCADA-to-MES interactions • Perform impact and root-cause analysis without modifying control logic • Coordinate with engineering teams for resolution

Remote Support & RDS:

• Support MES access via Microsoft RDS, jump/bastion servers • Troubleshoot access, session stability, and authentication issues • Ensure secure OT access following segregation and zero-trust principles

BAU Enablement

• Train and guide L1/L2 OT support teams • Define escalation criteria and shift-left activities • Participate in BAU readiness and sign-off

Incident & Problem Management:

• L3 escalation for production-impacting OT/MES incidents • Perform RCAs and documentation • Support OT change validation from operational risk standpoint

Skills & Experience:

• 6–10 years in OT / Manufacturing IT environments • Hands-on Infor MES support experience • Strong knowledge of RDS, Windows OS, OT networking basics • ITIL-based incident and problem management experience

Out of Scope:

• MES functional configuration or manufacturing logic • PLC programming or SCADA configuration • MES architecture, roadmap or major upgrades

Success Criteria

• Clean transition with zero production disruption • BAU teams independently managing L1/L2 incidents • Reduced recurrence through documented root cause analysi

Skill Requirements

6–10 years in OT / Manufacturing IT environments • Hands-on Infor MES support experience • Strong knowledge of RDS, Windows OS, OT networking basics • ITIL-based incident and problem management experience

Other Requirements

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