Lead Digital Operations Support Analyst

Career Area:

Job Description:

Your Work Shapes the World at Caterpillar Inc.

When you join Caterpillar yourejoining a global team who cares not just about the work we do but also about each other. We are the makers problem solvers and future world builders who are creating stronger more sustainable communities. We dontjust talk about progress and innovation here we make it happen with our customers where we work and live. Together we are building a better world so we can all enjoy living in it.

Cat Digital is the digital and technology arm of Caterpillar Inc. leveraging the latest technologies to build industry leading digital solutions for our customers and dealers. With over 1.5 million connected assets worldwide our teams use data technology advanced analytics telematics and AI capabilities to help our customers build a better more sustainable world.

Job Summary:

The Lead Digital Operations Support Analyst is responsible for the operational stability reliability and support of Caterpillars Dealer ERP solution built on Microsoft Dynamics 365. This role is pivotal in ensuring seamless integration reliability and performance across the Dealer ERP ecosystem with a strong focus on Microsoft Dynamics 365 and Azure. As the technical lead for Tier 2 support you will execute and oversee day-to-day production support activities serve as the primary escalation point for complex issues and collaborate closely with engineering product and business teams throughout system rollout stabilization and ongoing support. This role combines deep technical expertise with operational leadership to drive platform reliability continuous improvement and a high-quality dealer experience.

What you will do:

• Act as the technical lead and team leader for Tier 2 support of a new ERP system

• Provide hands-on technical support and lead day-to-day operational execution ensuring high availability data integrity and performance.

• Serve as the primary escalation point for complex technical issues from Tier 1 support or business stakeholders.

• Lead root cause analysis (RCA) and drive long-term fixes and platform improvements.

• Partner with engineering product and external vendors during system build rollout hypercare and stabilization phases.

• Design and implement monitoring logging and alerting solutions (App Insights Azure Monitor etc.).

• Develop and maintain automation scripts monitoring dashboards and operational runbooks to improve support efficiency and reliability.

• Mentor and guide team members fostering a culture of technical excellence and continuous improvement.

• Partner with business stakeholders to gather operational requirements drive enhancements and support onboarding of new dealers.

• Report on operational metrics risk remediation and continuous improvement initiatives for leadership visibility.

What you will have:

Problem Solving: Knowledge of approaches tools techniques for recognizing anticipating and resolving organizational operational or process problems; ability to apply knowledge of problem solving appropriately to diverse situations.
Customer Support Policies Standards and Procedures: Knowledge of the organizations customer support policies standards and procedures; ability to guide customers on all company interactions.
Software Product Technical Knowledge: Knowledge of technical aspects of a software products; ability to design configure and integrate technical aspects of software products.
Software Release Management: Knowledge of strategies practices and tools for managing versions and distribution of software products and enhancements; ability to evaluate and improve release management practices and tools.


Software Reliability Management: Knowledge of software reliability management; ability to develop and use principles methodologies and metrics that increase software product performance and reliability.
Technical Troubleshooting: Knowledge of technical troubleshooting approaches tools and techniques; ability to anticipate recognize and resolve technical issues on hardware software application or operation.

Considerations For Top Candidates:

• Bachelors degree in Computer Science Data Engineering or related field.

• Experience in technical support platform operations or production engineering or similar roles

• Hands-on experience supporting enterprise SaaS platforms in a production environment.

• Hands-on experience supporting Microsoft Dynamics 365 and Azure-based platforms in a production or operational support role.

• Strong working knowledge of cloud-based architectures and services.

• Working knowledge of SQL with experience querying and validating data in cloud data platforms such as Snowflake to support troubleshooting and operational analysis.

• Strong troubleshooting skills across application integration and data layers

• Experience working within incident management processes and on-call support rotations.

• Demonstrated ability to lead a small technical team or serve as a senior technical escalation point.

• Excellent communication skills with the ability to translate complex technical issues for business and leadership audiences.

• Top candidates will have:

• Extended experience supporting Microsoft Dynamics 365 or comparable enterprise ERP platforms.

• Experience with Power Platform technologies (e.g. low-code apps workflow automation enterprise data services) and operational analysis using KQL.

• Experience -based applications in a production support environment

• Experience implementing or supporting monitoring and alerting solutions

• Familiarity with Application Insights logging and distributed tracing concepts

• Experience with Power Platform (Power Apps Power Automate Dataverse)

• Background in platform reliability SRE or DevOps-aligned operational practices.

• Experience supporting newly launched platforms or systems in early production and stabilization phases.

• Experience designing proactive monitoring alerting and operational observability solutions.

• Familiarity with CI/CD pipelines and release support processes.

• Experience supporting dealer- partner- or customer-facing enterprise systems.

• Comfort operating in evolving environments with changing architecture and requirements.

• Relevant cloud or enterprise platform certifications.

• Microsoft certifications (Azure Dynamics 365 Power Platform)

What You Will Get:

Working with a Fortune 100 leader you can build your career on a global scale and take advantage of development opportunities with emerging technologies. Weve created an inclusive environment for you to explore your passions make an impact and do the work that really matters. Join Us.

About Caterpillar:

Caterpillar Inc. is the worlds leading manufacturer of construction and mining equipment off-highway diesel and natural gas engines industrial gas turbines and diesel-electric locomotives. For nearly 100 years weve been helping customers build a better more sustainable world and are committed and contributing to a reduced-carbon future. Our innovative products and services backed by our global dealer network provide exceptional value that helps customers succeed.

Summary Pay Range:

Compensation and benefits offered may vary depending on multiple individualized factors job level market locationjob-related knowledge skills individual performance and experience. Please note that salary is only one component of total compensation at Caterpillar.

Benefits:

Subject to plan eligibility terms and guidelines. This is a summary list of benefits.

• Medical dental and vision benefits*

• Paid time off plan (Vacation Holidays Volunteer etc.)*

• 401(k) savings plans*

• Health Savings Account (HSA)*

• Flexible Spending Accounts (FSAs)*

• Health Lifestyle Programs*

• Employee Assistance Program*

• Voluntary Benefits and Employee Discounts*

• Career Development*

• Incentive bonus*

• Disability benefits

• Life Insurance

• Parental leave

• Adoption benefits

• Tuition Reimbursement

* These benefits also apply to part-time employees

Any offer of employment is conditioned upon the successful completion of a drug screen.

Caterpillar is an Equal Opportunity Employer Including Veterans and Individuals with Disabilities. Qualified applicants of any age are encouraged to apply.

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