Senior IT Analyst Applications at Caterpillar Inc.

Bengaluru, Karnataka, India

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, ManufacturingIndustries

Requirements

Bachelor’s degree in information technology, Computer Science, or a related field (BE or MCA)
Minimum of 8 years of experience in IT support, with at least 3 years in a lead or managerial role
Strong knowledge and practical experience with ITIL processes and ITSM tools
Proven ability to lead and motivate support teams in a fast-paced environment
Excellent communication, interpersonal, and organizational skills
Ability to analyze data and generate actionable insights for performance improvement
Willing to work in varied shifts, including 01:00 Noon - 10:00 PM IST, and a 5-day-a-week office schedule in Bangalore PSN Office
Preferred: ITIL certification (Foundation or higher)
Preferred: Experience with ITSM platforms such as ServiceNow, BMC Remedy, or Jira Service Management
Preferred: Familiarity with enterprise IT infrastructure and common support issues
Preferred: Strong customer service orientation and conflict resolution skills
Preferred: Ability to manage multiple priorities and projects simultaneously
Preferred: Experience in developing and delivering training programs for support staff
Preferred: Experience or knowledge in Java and exposure to Java-based applications
Knowledge of decision-making process, critical thinking, and associated tools and techniques

Responsibilities

Lead and manage the 24/7 L1 support team to ensure timely and accurate resolution of incidents and service requests
Implement and maintain ITIL-based processes for incident, problem, and change management
Monitor support operations and ensure compliance with ITSM standards and service level agreements (SLAs)
Coordinate with L2/L3 support teams and other IT departments to escalate and resolve complex issues
Develop and maintain support documentation, knowledge base articles, and standard operating procedures
Provide regular performance reports and metrics to senior management
Conduct training and mentoring for support staff to enhance technical and customer service skills
Drive continuous improvement initiatives to optimize support processes and customer satisfaction

Skills

ITIL

ITSM

L1 Support

Incident Management

Problem Management

Leadership

Open Systems

Caterpillar Inc.

Manufactures heavy machinery for various industries

About Caterpillar Inc.

Caterpillar Inc. designs and manufactures heavy machinery and equipment for industries such as construction, mining, energy, and rail. Their products include a wide range of machinery and engines that help clients complete large-scale projects. Caterpillar's equipment works by providing powerful tools that can perform tasks like digging, lifting, and transporting materials. What sets Caterpillar apart from its competitors is its strong aftermarket support, which includes maintenance and repair services, ensuring that their machinery remains efficient and reliable over time. The company's goal is to deliver high-quality products while also focusing on sustainability and community development through initiatives that improve education and reduce poverty.

Irving, TexasHeadquarters

1925Year Founded

$143.5KTotal Funding

IPOCompany Stage

Industrial & Manufacturing, Social Impact, AI & Machine LearningIndustries

10,001+Employees

Benefits

Annual incentive bonus plan

Medical, dental, and vision coverage

Paid time off plan (Vacation, Holiday, Volunteer, Etc.)

401k savings plan

Health savings account (HSA)

Flexible spending accounts (FSAs)

Disability benefits

Life Insurance

Parental leave

Healthy Lifestyle Programs

Employee Assistance Programs

Voluntary Benefits and Employee Discounts

Tuition Reimbursement

Career Development

Risks

Closure of Aurora office may impact regional economy and Caterpillar's reputation.

Partnership with Anti Social Social Club could dilute Caterpillar's industrial brand focus.

Advanced technology in Cat D8 dozer may face resistance from traditional customers.

Differentiation

Caterpillar's century-long history underscores its reliability and industry leadership.

The company integrates AI and IoT to enhance machinery performance and customer satisfaction.

Caterpillar's strong aftermarket services ensure product longevity and operational efficiency.

Upsides

Growing demand for autonomous equipment boosts Caterpillar's innovation in heavy machinery.

Expansion of 5G networks enhances Caterpillar's remote operation capabilities, improving safety.

Caterpillar's commitment to sustainability aligns with the global shift towards eco-friendly practices.

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