Technical Support Analyst providing in - person and remote support for IT systems and services. Ensuring proper functioning of technology equipment per organizational standards.
About the role
- Lead Digital Operations Support Analyst at Caterpillar, overseeing operational stability for Dealer ERP solutions. Collaborating with teams for platform reliability and performance across Microsoft Dynamics 365.
Responsibilities
- 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.
Requirements
- Bachelor’s 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.
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
Job title
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