Sr Digital Ops Support

Descrição

Career Area:

Job Description:

Your Work Shapes the World at Caterpillar Inc.

When you join Caterpillar, you're joining 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 don't just 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.

Role Definition
Provides support and problem resolution for specific products.

Responsibilities
• Assists clients with implementing new products, new releases and software upgrades. Responds 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.
• Diagnoses, troubleshoots and resolves common technical problems. Escalates as per procedures.

Skill Descriptors
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.
Level Extensive Experience:
• Reviews others' writing or presentations and provides feedback and coaching.
• Adapts documents and presentations for the intended audience.
• Demonstrates both empathy and assertiveness when communicating a need or defending a position.
• Communicates well downward, upward, and outward.
• Employs appropriate methods of persuasion when soliciting agreement.
• Maintains focus on the topic at hand.

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.
Level Working Knowledge:
• Identifies and documents specific problems and resolution alternatives.
• Examines a specific problem and understands the perspective of each involved stakeholder.
• Develops alternative techniques for assessing accuracy and relevance of information.
• Helps to analyze risks and benefits of alternative approaches and obtain decision on resolution.
• Uses fact-finding techniques and diagnostic tools to identify problems.

Customer Support Policies, Standards and Procedures: Knowledge of the organization's customer support policies, standards and procedures; ability to guide customers on all company interactions.
Level Extensive Experience:
• Collaborates with other functions on establishing and documenting joint standards.
• Develops quality assurance and monitoring mechanisms.
• Advises on the development of customer support policies and practices.
• Implements cross-functional standards and procedures.
• Evaluates the impact of standards and policies across functional specialties.
• Analyzes 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.
Level Extensive Experience:
• Supports and participates in major installations and customizations.
• Has knowledge of all technical and infrastructure components of the software product.
• Maintains and disseminates information on customer platforms and experiences.
• Collects, documents and maintains product configuration requirements and instances.
• Provides recommendations and documentation to field support on technical and platform issues.
• Elaborates on alternative product configurations, platforms, and implementation options.

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.
Level Extensive Experience:
• Participates in the development and testing of back-out procedures and recovery strategies.
• Oversees all aspects of release management for the entire installed customer base.
• Develops and disseminates communications about new release training.
• Drafts communications about product release delays.
• Develops distribution dates based on development, testing (QA), validation, packaging activities.
• Conducts impact analysis for major releases or critical applications; assesses benefits and risks.

Software Reliability Management: Knowledge of software reliability management; ability to develop and use principles, methodologies and metrics that increase software product performance and reliability.
Level Working Knowledge:
• Explains the process and considerations for defining product reliability requirements.
• Describes tools for gathering reliability information on installed products.
• Identifies reliability activities and tasks for the product development and maintenance plans.
• Monitors and analyzes system failures and corrective actions.
• Works with reliability testing methods and tools.

Performance Measurement and Tuning: Knowledge of system performance, testing and programming; ability to monitor, measure, and optimize system performance and network communication.
Level Working Knowledge:
• Monitors the performance of specific system components.
• Researches performance objectives and requirements for a component or application.
• Works with installed software tools for performance monitoring and reporting.
• Validates performance characteristics for specific technologies.
• Works 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.
Level Extensive Experience:
• Emphasizes the business impact of failure and the criticality and timing of needed resolution so that problems can be avoided in the future.
• Creates trouble reports for all issues found and reviews solutions for completeness and correctness.
• Directs the resolution of communications problems in multi-vendor environments.
• Resolves a variety of hardware, software, and communications malfunctions.
• Coaches others on advanced diagnostic techniques and tools for unusual or performance-related problems.

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

Posting Dates:

Caterpillar is an Equal Opportunity Employer. Qualified applicants of any age are encouraged to apply

Not ready to apply? Join our Talent Community.