Caterpillar
Cat Digital uses digital technologies to help Caterpillar Inc. customers build a better world.
Chicago, IL
Remote

Operations Support Manager, Cat Digital at Caterpillar

| Chicago, IL | Remote
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Career Area:
Digital
Job Description:
This position will be responsible for IT Service Delivery within the Cat Digital Division with a primary focus on telematics applications, the Cat Helios platform and Caterpillar's Mission Critical IT solutions. The role main objective is to provide high levels of customer satisfaction by ensuring IT system availability and achieving related service level targets. This role provides ITSM process governance and execution of industry best practices such as ITIL. This role is also responsible for the Cat Digital Operations Center (CDOC) that provides 24x7 system monitoring and ITSM execution. This position will also oversee operational continuous improvement initiatives to advance customer experience.
JOB DUTIES:
  • Direct and provide leadership, direction, and guidance to a team of digital operations professionals
  • Accountable for hiring, managing and mentoring a team or multiple teams of Digital Operations Support Analyst in delivering the common department goals.
  • Meet service level agreements.
  • Ensure IT Controls are adhered to
  • Plan, control and manage changes to services, policies, procedures, resources and facilities to positively and flexibly meet business needs.
  • Continuously evaluate quality and performance trends of 3rd party resources and provide/arrange necessary training.
  • Evaluate and present resource needs.
  • Be cost conscious and ensure that resources are managed as efficiently as possible, maximizing opportunities to reduce costs without compromising service.
  • Collaborate with colleagues to communicate any changes or issues and make sure expectations are aligned.
  • Assists staff in providing service excellence by setting an energetic, helpful and friendly tone.
  • Interacts with members to obtain feedback on quality of product, service levels and overall satisfaction.
  • Ensures team members understand customer service expectations and parameters and applies appropriate management techniques such as feedback, coaching and performance management to ensure excellence.
  • Assesses individual performance, provides feedback, and gives recognition to team members.
  • Facilitates department meetings and trainings for all member services staff.
  • Prior vendor management experience; holding supplier partners accountable to performance and budget; manage variance and overages.
  • Manage analytics and quality framework

Basic Qualifications:
  • Requires a college or university degree, technical certification or equivalent experience.
  • 10 or more years of experience working in technology or operations.
  • At least 5 years of experience leading a team of digital support staff
  • Interpersonal skills to deal with sensitive, emotional or potentially controversial situations.
  • Ability to influence behavior change in people (including customers, suppliers, other employees, dealers, etc.) and/or obtain the cooperation and commitment of subordinates as needed
  • ITIL Foundational training
  • This position should be familiar with project management methodologies as they will participate in multiple projects representing expertise for the application or process.

Top Candidates Will Have:
  • Experienced with the use of ServiceNow, specifically Incident Management and Change Management
  • Azure DevOPs (ADO)
  • Contact Center Operations experience including software and tools such as Salesforce, CRM platforms, call monitoring tools, telephony platforms, etc
  • Vendor Management experience
  • ITIL Foundational Certification or advanced ITIL Certifications (Practitioner, Master, etc.)
  • PMI / PMP Certification
  • Organizational Change Management training
Visa sponsorship available for eligible applicants.
EEO/AA Employer. All qualified individuals - Including minorities, females, veterans and individuals with disabilities - are encouraged to apply.
Not ready to apply? Submit your information to our Talent Network here .
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Technology we use

  • Engineering
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What are Caterpillar Perks + Benefits

Culture
Volunteer in local community
Caterpillar Inc. participates in local volunteer activities such as the Chase Corporate Challenge
Partners with Nonprofits
Friends outside of work
Eat lunch together
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Diversity Employee Resource Groups
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Adoption Assistance
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Game Room
Recreational Clubs
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Time allotted for learning
Online course subscriptions available
Customized development tracks
Paid industry certifications

An Insider's view of Caterpillar

What are some social events your company does?

Whether we’re working virtually or in-person, we are always looking for ways to have fun and grow as a team. Team dinners, coffee chats, ax throwing, chess club, and virtual happy hours are just a few of the activities we do to make work more fun and connect with colleagues around the world.

Madison

Recruiter

What kinds of technical challenges do you and your team face?

It’s amazing to be able to work in an architectural framework where we can negotiate between speed to market and a solid application – software that is well-built, well-designed, well-tested. I find this negotiation both challenging and exhilarating.

MacGregor

Lead Software Engineer

How does the company support your career growth?

I’ve been with Caterpillar for 20 years now, and I’ve been lucky to work on teams that have different focuses. I’ve worked on everything from engineering applications to the latest and greatest digital technology applications.

Rakshan

Digital Product Manager

How do you make yourself accessible to the rest of the team?

The team should be comfortable approaching me with any kind of issue — like improving a process, getting rid of unnecessary ceremonies or something else — and know that I will address it. I believe a manager should be the first line of defense against bugs and conflicting priorities, and my team needs to know that I have their back.

Stan

Software Engineering Manager

What projects are you most excited about?

Deep learning algorithms, popularized in the past five years, allow us to scan huge volumes of data from Caterpillar's fleet of connected engines and machines for unusual patterns. We're now able to make sophisticated predictions that wouldn’t have been possible 20 years ago.

Dan

Analytics Director

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