Lead Digital Operations Support Analyst

Caterpillar Inc.•Peoria, IL

21h•$128,470 - $208,770

About The Position

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.

Requirements

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.
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.

Nice To Haves

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)

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.