Analyst/Developer - Specialty 3 (Application Ops Tier 2 Support)

Position''s Contributions to Work Group :

• • - Triage & Resolve support tickets as per the defined Service Level agreement
  • - Works on critical application/technical problem identification and resolution, including responding to off-shift and weekend support calls.
  • - Tickets investigation; statistical analyses, testing and analysis of application failures
  • - Tickets Resolution - Proactively identifying and managing issue resolutions / documenting and provide follow-up on the resolution process with requestor
  • - Involve in Application Availability & performance monitoring
  • - Responsible for performing other job duties as assigned by Caterpillar management from time to time.

Education & Experience Required:

• Bachelors/ Master''s Degree required with 5-7 years exp in this capacity
• No degree but they have Technical certification with 8 years exp is welcome as well.

Required Technical Skills

(Required)

• 2+ years of application support experience for cloud based applications.
• Experience Working with the AEM ( Adobe Experience Manager) / Java Script / Angular /Spring boot Frameworks on triaging issues
• Experience working with Azure App services & API''s and SQL Server DB
• Expertise with high availability architecture
• Experience in Monitoring Tools (Ex: Thousand Eyes, App Insights, Grafana etc.,)

(Desired)

• Background in data management or data operations / Familiarity with ADO pipeline framework
• Experience as SRE ( Site Reliability Engineering) for improving the application Availability / Performance
• Experience with Python / related scripting language for automation needs

Soft Skills

(Required)

• Working experience with programming languages: Python, Power shell, SQL & JSON
• Working knowledge on deploying autoscaling features (no hands-on support required)
• Additional Skills & Qualifications
• Education & Experience Required:
• Requires a college or university degree, with 2-4 years'' experience OR technical certification w/ 8 years'' experience
• At least 2-4 years of experience in Application Support

Typical task breakdown:

• • Triage & Resolve support tickets as per the defined Service Level agreement
  • Works on critical application/technical problem identification and resolution, including responding to off-shift and weekend support calls.
  • Tickets Resolution - Proactively identifying and managing issue resolutions / documenting and provide follow-up on the resolution process with requestor
  • Involve in Application Availability & performance monitoring
  • Develop scripts and automation tools to better detect and correct application issues
  • Develop monitoring and alerting capabilities to proactively detect application issues