Application Support Team Lead

Career Area:

Job Description:

Your Work Shapes the World at Caterpillar Inc.

When you join Caterpillar, youre joining a global team who cares not just about the work we do but also about each other. We are the makers, problem solvers, and future world builders who are creating stronger, more sustainable communities. We dont just talk about progress and innovation here we make it happen, with our customers, where we work and live. Together, we are building a better world, so we can all enjoy living in it.

Role Definition

Manages a team, responsible for supporting application and play a crucial roles in ensuring support smooth operations of application

Responsibilities

• Leading a team of customer service and application support specialists, ensuring support processes run smoothly, resources are efficiently utilized and teams are aligned with organizational goals
• Overseeing Incident management, support and resolution
• Providing quality customer service interacting with dealers and customers on a regular basis
• Identify recurring issues and work on long terms fixes addressing the root cause
• Collaboration with cross functional teams to maintain high service quality

Skill Descriptors

Customer Focus : Improving customer experience by implementing best practices and guiding principles and constantly looking for ways to improve quality customer experience

Level : Extensive Experience

Ticket/ Incident Management: Supervise and guide teams to ensure high performance and accountability. Motivate and coach teams to focus on driving strategy to improve SLAs of Quality, Velocity of E2E Ticket lifecycle for cases that gets assigned. Guide & intervene wherever team may struggle during & particularly during high Escalation cases. Ensure timely resolution of customer issues

Level : Working Knowledge

Manage Operations: Lead daily stand ups & Oversee day-to-day application support activities & ensure process is being followed. Stakeholder management. Generate/ Improve reports and performance metrics. Ensure Retrospectives(A3s /AARs) are executed & actions implemented. Analyse customer feedback and recurring issues to identify patterns and areas for improvement. Collaborate with development teams to address systemic problems.

Level : Extensive Experience

Technology Enablement: Identify opportunities for Monitoring/ Automation to support strategic initiatives

Level : Basic Understanding

Training & Development: Train new joiners on Technical, Soft skills, Cross training & Domain knowledge. Execute Case reviews, Audits, Mock drills and War games to assess the team s capability regularly.

Level : Working Knowledge

Collaboration: Collaborate with the process partners on Operational goals regularly. Ensure to manage stakeholders and internal communications of team are in order

Level : Working Knowledge