描述
Career Area:
Technology, Digital and DataJob 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
As a Digital Technical Support Analyst, you will provide platform stability and production support for cloud-based services including on-call support, incident management, and operational readiness. This role is responsible for developing and maintaining runbooks, coordinating technical resolution across teams, and driving continuous improvement, while serving as the primary technical liaison between Caterpillar platform teams, product partners, and support organizations.
What you will do:
Own incident tickets through the full lifecycle, from initial triage to resolution and closure.
Collaborate with engineering, platform, product, and operations teams to diagnose issues and coordinate fixes.
Lead or contribute to root cause analysis and ensure follow up actions are identified and tracked.
Ensure platform reliability through monitoring, alerting, security, and operational best practices.
Respond to and manage production incidents impacting Azure services and Helios cloud APIs.
Drive reliability, stability, and operational readiness improvements across cloud platforms.
Understand end‑to‑end technical and business flows to support production services effectively.
Develop, maintain, and improve clear, actionable runbooks for operational support.
Lead knowledge transfer sessions to ensure support teams are ready for production support.
What you’ll bring:
Production Support & Operations: Experience supporting production grade, customer-facing platforms in complex, multi-team environments, including on-call and incident response.
Incident Management & ITSM: Strong experience managing incidents end-to-end using ServiceNow within enterprise ITSM frameworks.
Root Cause & Reliability: Proven ability to drive root cause analysis and continuous improvement to enhance system reliability.
Cross-Team Collaboration: Effective partnership with engineering, product, and platform teams to resolve issues and improve operational efficiency.
Monitoring & Observability: Hands on experience with Azure monitoring tools (Application Insights, Log Analytics/KQL, Azure Monitor) and observability platforms (Apigee, Kibana, AppDynamics, ThousandEyes).
Operational Readiness & Process Improvement: Strong understanding of monitoring, alerting, runbooks, and ability to proactively improve support processes, tooling, and documentation.
Technical Troubleshooting: Solid SQL/data investigation skills and experience troubleshooting access, session management, and application issues.
Cloud & Identity Platforms: Experience supporting multi-region cloud services and familiarity with identity platforms (Entra ID, Azure B2C, IAM/IdentityIQ, PingFederate, MFA).
Top Candidates Will Have:
Proficiency scripting in Python and/or PowerShell to build automation and runbooks-as-code.
Experience with API testing/clients (Bruno, Postman, curl) and REST integrations.
Experience leveraging AI/automation tooling (e.g., agentic workflows, GitHub Copilot, MCP) to accelerate triage, RCA, and support workflows.
Ability to trace issues to source code and CI/CD pipelines across distributed services.
Ownership of release/deployment and rollback processes (slot swaps, pipeline triggers, staged rollouts).
Strong communication skills, with the ability to translate technical issues into clear status and impact updates for stakeholder
Base Minimum Pay:
€41,736.00
Please note that salary is only one component of the total compensation and benefit package available at Caterpillar.
Posting Dates:
Caterpillar is an Equal Opportunity Employer. Qualified applicants of any age are encouraged to apply.
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