Caterpillar Inc. · 19 hours ago
Lead Digital Operations Support Analyst
Peoria, IL
Full-time
Onsite
Mid, Senior Level
$128K/yr - $209K/yrCaterpillar Inc. is a leading manufacturer of construction and mining equipment committed to building a sustainable world. The Lead Digital Operations Support Analyst will ensure the operational stability and reliability of the Dealer ERP solution built on Microsoft Dynamics 365, acting as the technical lead for Tier 2 support and collaborating with various teams for system rollout and ongoing support.
ConstructionManufacturingMechanical EngineeringMachinery Manufacturing
No H1B
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
Qualification
Required
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
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
Knowledge of the organization's customer support policies, standards and procedures; ability to guide customers on all company interactions
Knowledge of technical aspects of a software products; ability to design, configure and integrate technical aspects of software products
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
Knowledge of software reliability management; ability to develop and use principles, methodologies and metrics that increase software product performance and reliability
Knowledge of technical troubleshooting approaches, tools and techniques; ability to anticipate, recognize, and resolve technical issues on hardware, software, application or operation
Preferred
Extended experience supporting Microsoft Dynamics 365 or comparable enterprise ERP platforms
Experience with Power Platform technologies (e.g., low-code apps, workflow automation, enterprise data services) and operational analysis using KQL
Experience with .NET-based applications in a production support environment
Experience implementing or supporting monitoring and alerting solutions
Familiarity with Application Insights, logging, and distributed tracing concepts
Experience with Power Platform (Power Apps, Power Automate, Dataverse)
Background in platform reliability, SRE, or DevOps-aligned operational practices
Experience supporting newly launched platforms or systems in early production and stabilization phases
Experience designing proactive monitoring, alerting, and operational observability solutions
Familiarity with CI/CD pipelines and release support processes
Experience supporting dealer-, partner-, or customer-facing enterprise systems
Comfort operating in evolving environments with changing architecture and requirements
Relevant cloud or enterprise platform certifications
Microsoft certifications (Azure, Dynamics 365, Power Platform)
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
These benefits also apply to part-time employees
Company
Caterpillar Inc.
For 100 years, we’ve been helping customers build a better, more sustainable world.
Founded in 1925
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
$3.51BKey Investors
US Department of EnergyAdvanced Propulsion Centre UK
2025-08-28Post Ipo Debt· $3.5B
2024-10-31Grant· $5.04M
2019-06-23Grant
Leadership Team
George Moubayed
Chief Sustainability and Strategy Officer / Senior Vice President Enterprise Strategy Division
E
Eric Sporre
Vice President & Global Chief Information Security Officer (CISO)
Recent News
Arizona Daily Star
2026-02-08
2026-02-07
Company data provided by crunchbase