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Tier-1 brand plus metro location increase competition, but senior niche role reduces applicant pool.
Requires deep enterprise production support and incident management experience, limiting cross-industry transferability.
Explicit 13–15 years requirement and preferred certifications make shortlisting highly strict.
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Lead Tier 1 support operations for Caterpillar’s digital products, focusing on incident management and advanced troubleshooting.
Drive global 24x7 support excellence by managing ticket triage, escalation, and improving key metrics like FCR and MTTR.
Coach Tier 1 analysts, enhance knowledge management, and collaborate with engineering and business stakeholders to improve service reliability and processes.
13–15 years of experience in IT Operations, Application Support, Production Support, or Customer Support.
Proven experience leading technical incident resolution in enterprise-scale, 24x7 global environments.
Strong expertise with ITSM tools (e.g., ServiceNow, Jira) and cloud-based application support.
Preferred: ITIL Foundation certification; Cloud certifications (AWS, Azure, or GCP) are a plus.
Experienced leader in incident and production support for enterprise-scale, customer-facing digital applications.
Comfortable working in a global 24x7 support model managing escalations and coordinating across multiple teams.
Strong focus on operational metrics (FCR, MTTR) and continuous improvement through coaching, automation, and stakeholder collaboration.