Cloud Operations Analyst

Caterpillar Inc.•Peoria, IL

2d•$97,530 - $146,290•Onsite

About The Position

As a Cloud Operations Analyst, you will provide platform stability and production support for cloud-based services including on-call support, incident management, and operational readiness. This role is responsible for developing and maintaining runbooks, coordinating technical resolution across teams, and driving continuous improvement, while serving as the primary technical liaison between Caterpillar platform teams, product partners, and support organizations.

Requirements

Systems Thinking: Strong understanding of cloud-hosted applications, APIs, monitoring, alerting, and runbooks. Ability to diagnose and resolve platform and integration issues, identify root causes, and proactively enhance operational processes, tooling, and documentation.
Technical Troubleshooting: Experience troubleshooting access, session management, and application issues. Experience supporting production grade, customer-facing platforms in complex, multi-team environments, including on-call and incident response. Strong experience managing incidents end-to-end using ServiceNow within enterprise ITSM frameworks. Proven ability to drive root cause analysis and continuous improvement to enhance system reliability.
Performance Monitoring Tools: Hands on experience with Azure monitoring tools (Application Insights, Log Analytics/KQL, Azure Monitor) and observability platforms (Apigee, Kibana, AppDynamics, ThousandEyes).
Customer Focus: Knowledge of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and ability to leverage that information in creating customized customer solutions.
Effective Communications: Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.

Nice To Haves

Proficiency scripting in Python and/or PowerShell to build automation and runbooks-as-code.
Experience with API testing/clients (Bruno, Postman, curl) and REST integrations.
Experience leveraging AI/automation tooling (e.g., agentic workflows, GitHub Copilot, MCP) to accelerate triage, RCA, and support workflows.
Experience supporting multi-region cloud services and familiarity with identity platforms (Entra ID, Azure B2C, IAM/IdentityIQ, PingFederate, MFA).
Ability to trace issues to source code and CI/CD pipelines across distributed services.
Ownership of release/deployment and rollback processes (slot swaps, pipeline triggers, staged rollouts).

Responsibilities

Own incident tickets through the full lifecycle, from initial triage to resolution and closure.
Collaborate with engineering, platform, product, and operations teams to diagnose issues and coordinate fixes.
Lead or contribute to root cause analysis and ensure follow up actions are identified and tracked.
Ensure platform reliability through monitoring, alerting, security, and operational best practices.
Respond to and manage production incidents impacting Azure services and Helios cloud APIs.
Drive reliability, stability, and operational readiness improvements across cloud platforms.
Understand end‑to‑end technical and business flows to support production services effectively.
Develop, maintain, and improve clear, actionable runbooks for operational support.
Lead knowledge transfer sessions to ensure support teams are ready for production support.