Lead Digital Operations Support Analyst

Career Area:

Technology, Digital and Data

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.

Cat Digital is the digital and technology arm of Caterpillar Inc., leveraging the latest technologies to build industry leading digital solutions for our customers and dealers. With over 1.5 million connected assets worldwide, our teams use data, technology, advanced analytics, telematics, and AI capabilities to help our customers build a better, more sustainable world.

The Lead Digital Operations Support Analyst is responsible for the operational stability, reliability, and support of Caterpillar’s Dealer ERP solution built on Microsoft Dynamics 365. This role is pivotal in ensuring seamless integration, reliability, and performance across the Dealer ERP ecosystem, with a strong focus on Microsoft Dynamics 365 and Azure. As the technical lead for Tier 2 support, you will execute and oversee day-to-day production support activities, serve as the primary escalation point for complex issues, and collaborate closely with engineering, product, and business teams throughout system rollout, stabilization, and ongoing support.

This role combines deep technical expertise with operational leadership to drive platform reliability, continuous improvement, and a high-quality dealer experience.

• 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.

Problem Solving: Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply knowledge of problem solving appropriately to diverse situations.

Customer Support Policies, Standards and Procedures: Knowledge of the organization's customer support policies, standards and procedures; ability to guide customers on all company interactions.

Software Product Technical Knowledge: Knowledge of technical aspects of a software products; ability to design, configure and integrate technical aspects of software products.

Software Release Management: Knowledge of strategies, practices and tools for managing versions and distribution of software products and enhancements; ability to evaluate and improve release management practices and tools.

Software Reliability Management: Knowledge of software reliability management; ability to develop and use principles, methodologies and metrics that increase software product performance and reliability.

Technical Troubleshooting: Knowledge of technical troubleshooting approaches, tools and techniques; ability to anticipate, recognize, and resolve technical issues on hardware, software, application or operation.