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Tier-1 brand and metro location increase applicant density; seniority reduces competition.
DevOps incident management skills are transferable, but senior leadership expects product-specific experience.
Explicit 13–15 years requirement and preferred certifications make shortlisting highly strict.
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Lead Tier 1 support operations for Caterpillar Digital portfolio, managing complex incident resolution and acting as primary escalation point before involving L2/L3 teams.
Drive 24x7 technical support excellence, focusing on accurate ticket management and improving First Contact Resolution (FCR) and Mean Time to Resolution (MTTR).
Mentor and coach Tier 1 analysts, enable continuous technical training, and collaborate with engineering and product teams to improve service reliability and support processes.
13–15 years of experience in IT Operations, Application Support, Production Support, or Customer Support in enterprise-scale environments.
Strong expertise in incident management, ITSM platforms (ServiceNow, Jira, or equivalent), cloud platforms, and monitoring tools (Datadog, Splunk, Dynatrace, etc.).
Experience supporting global 24x7 support operations and customer-facing cloud applications.
Preferred certifications include ITIL Foundation or equivalent; cloud certifications (AWS, Azure, GCP) are a plus.
Experienced leader in technical incident resolution within large-scale, cloud-based customer support environments, preferably including Caterpillar digital products.
Proven ability to coordinate cross-functional stakeholders during high-pressure incidents and drive process improvements.
Strong mentoring skills with focus on team enablement and knowledge management to improve support efficiency.