Analyst - ThingWorx Support

Job Description



If you desire to be part of something special, to be part of a winning team, to be part of a fun team – winning is fun.  We are looking forward to an Analyst - ThingWorx Support in Eaton’s IT business, based in Pune, India.  In Eaton, making our work exciting, engaging, meaningful; ensuring safety, health, wellness; and being a model of inclusion & diversity are already embedded in who we are - it’s in our values, part of our vision, and our clearly defined aspirational goals.  This exciting role offers opportunity to:




  • Support Industry 4.0 specific applications and work in a highly matrixed organization spanning domestic and international locations.

  • The IT Analyst will analyze processes and recommend improvements that use capabilities of existing or emerging manufacturing application software.

  • Provide day-to-day support, predominantly Medium to High complexity incidents,  that are disrupting normal business operation in a timely manner, to ensure timely, reliable, cost effective service to Eaton  employees and customers.

  • IT Analyst will be a subject matter expert for the design, development and implementation activities of manufacturing systems solutions used across Eaton and provide the following support services as listed below.

  • Responds to and resolves technical questions and service requests( Medium to high complexity) from the User Community.

  • Analyzes and troubleshoots medium to high complexity production problems and implements the proper fix and priorates high impact & urgent tickets and serves as primary contact to customer.

  • Performs monitoring and preventative maintenance activities as required. Identifies areas where improvements can be made to prevent future production problems and implements the solution before the problem occurs.

  • Executes enhancement requests and new requirements using standard Eaton request fulfillment process(Medium to High complexity enhancement requests)

  • Intermediate understanding of ITIL Support processes and  Eaton ITSM processes, including Problem Management, Change Management, Release Management and strive towards exceeding set target (BSC Matrices).

  • Identifies & implement continuous improvements ideas through problem solving, technical enhancements, process improvements, lessons learned, pain points etc.

  • Works closely with other IT support groups and impacted customers for effective resolution, build rapport with concerned stakeholders.

  • Documents and create knowledge repository which will helps in providing quick resolution of tickets, also actively participate in team level documentation.

  • Identify & analyse trends recommend short term /long term improvements, alternatives to reduce trends/incidents.

  • As part of the global ADQS Plant Application support team, the IT Analyst will support Industry 4.0 specific applications like PTC ThingWorx suites, AMS/MAPS, GaugeTraK, Kepware etc from the INDIA region. The Job responsibilities include the following Build knowledge of current and developing technologies impacting the technology domain and User Community.

  • This is to be achieved through continuing education, participation in user groups, professional organizations, ongoing personal research into emerging and evolving technologies

  • Proactively engages with team and leads to improve upon all aspects of Software Development Life Cycle.

  • Participates in meetings and documents appropriate system / business requirements/understanding.

  • Requirement gathering, analysis, design, estimates, configuration/development & testing, move to production for requests/breakfixes assigned as per established processes.

  • Creates and executes test plans for task and unit level programming deliverables including test data creation. 

  • Performs peer review of deliverables as assigned. Makes recommendations to team.

  • Provide ad-hoc, one-on-one training as appropriate by assisting users with questions and procedures for increased technology adoption, and to increase productivity.

  • Prioritize work assignments and work delivery in consultation with leads & customers and provide regular updates (written and oral) to stakeholders.

  • Provides an understanding of both technology and business concepts and is able to articulate business processes.

  • Satisfactorily deliver IT services exceeding the established SLAs while maintaining satisfactory customer feedback. 

  • Maintains understanding of key processes, schedules, cycles, profiles, etc. for the technical systems in use by a customer.





  • Four-year degree in Computer/IT/Mechanical Engineering or a related field from an accredited institution.
    Minimum experience of 4 years in similar positions

  • Hands on experience on PTC ThingWorx platform.

  • Various integration experience with ThingWorx

  • Good understanding of business operations, functions.

  • Exposure to domain processes in PTC Product Suite

  • Good to have Knowledge of IIoT/other platforms.

  • Must have good Knowledge of IT Infrastructure Library (ITIL) concepts.

  • Good analytical skills and debugging skills, business process knowledge 

Yes! Because you are the one we are looking for, we hope to hear from you now!  



We make what matters work. Everywhere you look—from the technology and machinery that surrounds us, to the critical services and infrastructure that we depend on every day—you’ll find one thing in common. It all relies on power. That’s why Eaton is dedicated to improving people’s lives and the environment with power management technologies that are more reliable, efficient, safe and sustainable. Because this is what matters. We are confident we can deliver on this promise because of the attributes that our employees embody. We’re ethical, passionate, accountable, efficient, transparent and we’re committed to learning. These values enable us to tackle some of the toughest challenges on the planet, never losing sight of what matters.

Job: Information Technology

Region: Asia Pacific
Organization: Corporate Sector

Job Level: Individual Contributor
Schedule: Full-time
Is remote work (i.e. working from home or another Eaton facility) allowed for this position?: No
Does this position offer relocation?: Relocation from within hiring country only
Travel: Yes, 10 % of the Time