IT Analyst Applications (L1/L2 Support Engineer)

We are seeking a highly skilled and experienced L1/L2 Support Engineer to join our IT operations team. The ideal candidate will have a strong background in ITIL practices and ITSM tools, with over 5 years of experience in support leadership roles. This position requires a proactive individual who can manage and resolve technical issues efficiently while ensuring high levels of customer satisfaction. Experience in Manufacturing or Supply Chain domains is a plus, and knowledge of Java is desired.

What you will do

• Provide L1 and L2 support for IT systems and applications, ensuring timely resolution of incidents and service requests.
• Willing to work in varied shifts to lead the Support team.
• Lead and coordinate support activities, ensuring adherence to ITIL processes and best practices.
• Monitor system performance and proactively identify potential issues to minimize downtime.
• Collaborate with cross-functional teams to resolve complex technical problems.
• Maintain accurate documentation of support activities, incident reports, and resolution steps.
• Ensure compliance with ITSM standards and contribute to continuous improvement initiatives.
• Train and mentor junior support staff, fostering a culture of knowledge sharing and collaboration.
• Participate in root cause analysis and implement corrective actions to prevent recurrence of issues.
• Support changing management processes and ensure smooth deployment of updates and enhancements.
• Communicate effectively with stakeholders to provide updates on issue resolution and system status.

What you will have

• bachelors degree in information technology, Computer Science, or a related field.
• Minimum of 5 years of experience in IT support roles, with at least 3 years in a lead capacity.
• Strong understanding of ITIL frameworks and ITSM tools.
• Proven ability to manage and resolve technical issues in a timely and effective manner.
• Excellent communication and interpersonal skills.
• Ability to work independently and as part of a team in a fast-paced environment.

Preferred Skills

• Experience in Manufacturing or Supply Chain domains.
• Working knowledge of Java and related technologies.
• Familiarity with incident management, problem management, and change management processes.
• Ability to analyze and interpret technical data to support decision-making.
• Strong organizational and time management skills.
• Having experience or knowledge in Java and exposure to Java based applications will be an added advantage.
• Work Timings: 01:00 Noon -10:00PM IST
• This position requires the employee to work a 5-day-a-week schedule in the office.

Skill Descriptors

Core Application Systems: Knowledge of major production application systems used for delivery of services to internal and external clients; ability to leverage major production application systems in diverse situations.
Level Working Knowledge: Helps create contingency plans to mitigate impact of disruption on core applications. Identifies key players, criticalities, roles, and responsibilities. Investigates application-related issues with both business and IT professionals. Recommends enhancements for a major application system or related subsystems. Works with core application systems for a major business unit or function. 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.
Level Working Knowledge: Identifies and documents specific problems and resolution alternatives. Examines a specific problem and understands the perspective of each involved stakeholder. Develops alternative techniques for assessing accuracy and relevance of information. Helps to analyze risks and benefits of alternative approaches and obtain decision on resolution. Uses fact-finding techniques and diagnostic tools to identify problems. Application Design, Architecture: Knowledge of basic activities and deliverables of application design; ability to utilize application design methodologies, tools and techniques to convert business requirements and logical models into a technical application design.
Level Extensive Experience: Facilitates in application design reviews and walkthroughs. Creates and evaluates technical alternatives for complex applications. Interprets application services such as API; integrates them with technical design. Develops various, distinct and multiple technical application designs. Prepares technical design documents and blueprints for applications. Explores and evaluates application design considerations for multiple technologies. Implementation: Knowledge of how to run applications for organizations; ability to implement application software within an organization and help end-users perform specific tasks (ex: accounting or graphic design).
Level Working Knowledge: Tracks problems associated with the quality and effectiveness of application software. Researches the benefits and drawbacks of an organizations application software. Drafts application software usage for the departments needs. Provides instant support for end users of application software. Implements a specific application software under the supervision of management. Requirements Analysis: Knowledge of tools, methods, and techniques of requirement analysis; ability to elicit, analyze and record required business functionality and non-functionality requirements to ensure the success of a system or software development project.
Level Working Knowledge: Follows policies, practices and standards for determining functional and informational requirements. Confirms deliverables associated with requirements analysis. Communicates with customers and users to elicit and gather client requirements. Participates in the preparation of detailed documentation and requirements. Utilizes specific organizational methods, tools and techniques for requirements analysis. System and Technology Integration: Knowledge of the features and facilities of systems; ability to integrate and communicate among applications, databases and technology platforms.
Level Working Knowledge: Assists with current and planned integration initiatives. Explores major issues and considerations for successful system integration. Works with applications, data, technology bridges and a variety of platforms. Works with existing interfaces as well as integration and migration plans within own area. Plays an active role in local integration efforts. System Testing: Knowledge of system and software testing; ability to design, plan and execute system testing strategies and tactics to ensure the quality of software at all stages of the system life cycle.
Level Working Knowledge: Supports the project leader in developing and executing system test plans. Evaluates system documentation and user manuals for usability, accuracy and completeness. Executes test cases, analyzes test results and reports on findings regularly. Tests system components for compliance with functional requirements. Participates in the testing of a systems ability to recover from hardware or software failures.

What you will get :

• Work Life Harmony
• Earned and medical leave.
• Relocation assistance

Holistic Development

• Personal and professional development through Caterpillar s employee resource groups across the globe
• Career developments opportunities with global prospects

Health and Wellness

• Medical coverage -Medical, life and personal accident coverage
• Employee mental wellness assistance program

Financial Wellness

• Employee investment plan
• Pay for performance -Annual incentive Bonus plan.