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Strong employer brand plus broad, generalist devops support requirements create moderate applicant competition.
Core incident management and observability skills transfer across industries, but telematics/product-specific experience increases sensitivity.
Explicit 13–15 years requirement and mandatory incident leadership, cloud, and ITSM skills enforce strict screening.
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Lead technical support for Tier 1 operations across Cat Digital portfolio, owning incident resolution and escalation management.
Manage 24x7 global technical support ensuring ticket accuracy, FCR, MTTR, and SLA adherence.
Coach Tier 1 analysts and drive process improvements including automation and knowledge management.
13-15 years of experience in IT Operations, Application Support, Production Support, or Customer Support.
Proven leadership in technical incident resolution at enterprise scale supporting cloud-based and customer-facing applications.
Experience with global 24x7 support operations and ITSM tools like ServiceNow or Jira.
Preferred certifications: ITIL Foundation or equivalent; cloud certifications (AWS, Azure, GCP) are a plus.
Experienced in managing high-pressure IT support environments with strong ownership of incident lifecycle.
Skilled in coordinating cross-functional teams including engineering, product, and support stakeholders.
Operates effectively in global, 24x7 production support models supporting complex digital products and platforms.