Lead Digital Operations Support Analyst

CATERPILLAR SLOVAKIA

Lead Digital Operations Support Analyst

Who is CAT Digital? What do we do?

Big machines require big thinking. Are you looking for your next big challenge?

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 one million connected assets worldwide, our teams use data, technology, advanced analytics, telematics, and AI capabilities to help our customers build a better world.

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

Job Opportunity:

We are seeking talented individuals to join our team to help us establish and grow our presence, organization, culture, which will drive our digital product development efforts. As a member of our team, you will have the opportunity to work with cutting-edge technologies and collaborate with top professionals working on very high impact and visibility products. Don't miss this chance to join and support digital innovation for a global leader in heavy machinery!

What will you do?

• Assist clients with implementing new products, new releases and software upgrades. Respond to inquiries and requests from clients.

• Trains customers in product operation and maintenance.

• Participates in analysis of client identified issues or problems which may require changes to software, procedures, or documentation.

• Diagnose, troubleshoot and resolve common technical problems. Escalate as per procedures.

• Ownership of Root Cause:

• Drive issues to a clear conclusion, not just partial answers

• Produce structured RCA that Tier 3 can act on directly

• Minimize back-and-forth by providing complete, high-quality escalation inputs

Your role will be:

• Leading people, monitoring their projects, providing help, mentorship, and guidance.

• Interacting and collaborating closely with the other business and technical teams

• Reporting and presenting team results to leadership.

• Act as the primary diagnostic and investigation layer between end users, business stakeholders, and engineering teams.

Your day to day activities:

• Bridge technical system behavior with business logic to understand not only what failed, but why it failed.

• Conduct thorough root cause analysis (RCA) and gather evidence before escalating issues.

• Approach incidents with an investigative mindset, using logs, telemetry, monitoring tools, and application knowledge to identify the source of problems.

• Validate and eliminate potential causes systematically rather than forwarding issues without analysis.

• Produce high-quality escalations that include findings, impact assessment, troubleshooting performed, and supporting evidence.

• Translate complex technical findings into clear, concise explanations for both technical and non-technical audiences.

• Develop a deep understanding of application workflows, integrations, and business processes.

• Identify patterns, recurring issues, and opportunities for proactive improvements.

• Collaborate effectively with engineering, product, infrastructure, and business teams to accelerate problem resolution.

• Take ownership of incidents from investigation through resolution, ensuring clear communication throughout the process.

• Maintain accurate documentation, runbooks, troubleshooting guides, and knowledge articles.

• Continuously expand technical and business domain knowledge to improve diagnostic effectiveness.

• Demonstrate strong analytical thinking, curiosity, and attention to detail when troubleshooting complex issues.

• Focus on delivering actionable insights that help prevent future incidents, not just resolve current ones.

This position works directly with Slovakia based engineering leadership and Cat Digital in the US.

What You Will Have:

Effective Communications: Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.

• Deliver helpful feedback that focuses on behaviors without offending the recipient.

• Listen to feedback without defensiveness and uses it for own communication effectiveness.

• Make oral presentations and writes reports needed for own work.

• Avoid technical jargon when inappropriate.

• Look for and consider non-verbal cues from individuals and groups.

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.
Collaborate with other functions on establishing and documenting joint standards.

• Develop quality assurance and monitoring mechanisms.

• Advise on the development of customer support policies and practices.

• Implement cross-functional standards and procedures.

• Evaluate the impact of standards and policies across functional specialties.

• Analyze existing and evolving procedures for their efficiency and effectiveness.

Software Product Technical Knowledge: Knowledge of technical aspects of a software products; ability to design, configure and integrate technical aspects of software products.

• Support and participate in major installations and customizations.

• Have knowledge of all technical and infrastructure components of the software product.

• Maintain and disseminate information on customer platforms and experiences.

• Collect, document and maintain product configuration requirements and instances.

• Provide recommendations and documentation to field support on technical and platform issues.

• Elaborate on alternative product configurations, platforms, and implementation options.

Performance Measurement and Tuning: Knowledge of system performance, testing and programming; ability to monitor, measure, and optimize system performance and network communication.

• Monitor the performance of specific system components.

• Research performance objectives and requirements for a component or application.

• Work with installed software tools for performance monitoring and reporting.

• Validate performance characteristics for specific technologies.

• Work with the performance measurements of hardware, software or network components.

Technical Troubleshooting: Knowledge of technical troubleshooting approaches, tools and techniques; ability to anticipate, recognize, and resolve technical issues on hardware, software, application or operation.

• Emphasize the business impact of failure and the criticality and timing of needed resolution so that problems can be avoided in the future.

• Create trouble reports for all issues found and review solutions for completeness and correctness.

• Direct the resolution of communications problems in multi-vendor environments.

• Resolve a variety of hardware, software, and communications malfunctions.

• Coache others on advanced diagnostic techniques and tools for unusual or performance-related problems.

• Facilitate the distribution of releases reports and correction packages to departments or clients.

Top candidates will have:

• Strong analytical problem solving

• Ability to connect system behavior to business process

• Clear written communication (this is critical)

• Sense of ownership (drives issues to resolution)

• Experience with enterprise systems (e.g Salesforce ; ServiceNow)

• Experience with data analysis / dashboards

Most importantly, they should be able to connect system behavior to business logic, not just look at data in isolation.

What we offer:
At Cat Digital, we are committed to fostering a culture of innovation and continuous learning, and we believe in investing in the development of our employees. As a member of our team, you will have access to a wide range of training and development opportunities, as well as very competitive compensation and benefits packages, like:

• 4 600 euros / month gross

• Performance related annual cash incentive

• Pension plan

• 5 days of extra vacation above the legislative requirement

• Attractive Life insurance

• 1 volunteering day

• Multisport Card

Take the chance to apply now for this position at Cat Digital Slovakia branch!

Contract type:
Full-time.