Service Recovery Engineer (IT Analyst Applications)

Summary

Caterpillar is seeking a Service Recovery Engineer (IT Analyst Applications) to join Applications Development & Intelligence Automation -CAT IT Division.

The incumbent would be responsible for leading the real-time coordination, communication, and resolution of enterprise-wide critical incidents (P1/P2). This role ensures rapid service restoration, drives root cause analysis, and enables proactive incident readiness through playbooks, automation, and experience-level metrics.

The preference for this role is to be based out of Bangalore - Caterpillar PSN

What you will do

Incident Command & Coordination

• Serve as the primary incident commander for all P1/P2 incidents.
• Lead cross-functional war rooms and escalation paths across ITSM, AIOps, infrastructure, and business stakeholders.
• Ensure timely and accurate stakeholder communications using Notify or equivalent tooling.

Service Recovery & Readiness

• Maintain and continuously improve incident response playbooks.
• Partner with AIOps and CMDB teams to ensure accurate CI-to-service mapping and impact visualization.
• Monitor incident trends and proactively identify high-risk services or failure patterns.

Root Cause Analysis & Postmortems

• Facilitate post-incident reviews (PIRs) and ensure documentation of root cause, contributing factors, and corrective actions.
• Track and report on incident KPIs (MTTR, MTTD, recurrence rate) and experience-level indicators (XLAs).

Automation & Enablement

• Collaborate with BigPanda and ServiceNow teams to implement automated detection, triage, and remediation workflows.
• Contribute to the development of runbooks and auto-remediation logic.

What you will have

• 7+ years in IT operations, incident management, or SRE roles.
• Strong facilitation and communication skills under pressure.
• Deep understanding of ITIL incident/problem/change processes.
• Familiarity with AIOps platforms (e.g., BigPanda), CMDB, and service modeling.
• Experience with ServiceNow Major Incident Management and Notify integrations.
• Ability to interpret telemetry and observability data (e.g., OpenTelemetry, synthetic monitoring).
• This position requires candidate to work a 5-day -a -week schedule in the office
• Shift Timing: 01:00PM -10:00PM IST

Desired skills:

• ITIL v4 Foundation or Intermediate certification.
• Experience with XLAs and experience monitoring tools (e.g., ThousandEyes, Qualtrics).
• Exposure to chaos engineering, failure mode analysis, or SRE practices.

Skills desired:

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.

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.