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Senior Digital Technical Support Engineer
| Company | Caterpillar Inc. |
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| Location | Irving, TX, USA |
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| Salary | $143666 – $165840 |
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| Type | Full-Time |
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| Degrees | Bachelor’s, Master’s |
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| Experience Level | Senior |
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Requirements
- Bachelor’s degree, or foreign equivalent in Computer Science, Computer Engineering, Electrical Engineering, or a related field and 5 years of experience as a Middleware Developer, Middleware Support Engineer, or related occupation
- Alternatively, a master’s degree, or foreign equivalent, in Computer Science, Computer Engineering, Electrical Engineering, or a related field and 3 years of experience as a Middleware Developer, Middleware Support Engineer, or related occupation
- 3 years of experience in middleware/integrations related to IBM Integration Bus (IIB) (ACE) v10 and v12, IBM MQ v8 and higher, APIs (REST/SOAP)
- 3 years of experience in application support built on Java/J2EE
- Linux/Unix experience
- Integration platform support/maintenance (upgrades, SSL Certs, Security and configuration)
- IT Service Management (ITSM) using ServiceNow
Responsibilities
- Monitor overall performance of assigned digital products and handle customer issues through resolution
- Provide integrations technical support including but not limited to service level manager for the managed service providing application support to ensure meeting application availability and issue resolution targets
- Incident management
- Investigate, troubleshoot, and debug complex issues with support teams to resolve issues
- Coordinate, communicate, and identify root cause, implement interim corrective actions, implement permanent corrective actions, and reporting
- Resolution of commitments
- Formally document issues and provide follow-up on the resolution process with industry and development teams
- Troubleshoot and debug workflows
- Monitor and report MQ health, server health and recommend improvements
- Work with integration product vendor on platform issues and resolution
- Provide support for change management approval and execution for production application services
- Disaster recovery validation and troubleshooting
- Vulnerability remediation
- Provide status updates to the development leads and support managers across business areas
- Provide technical guidance and support to team members
- Apply modern principles, methodologies, and tools
- Align IT control processes into day-to-day responsibilities to monitor and mitigate risk
- Escalate appropriately
- Stay current with all digital products and maintain knowledge bases/training material
Preferred Qualifications
No preferred qualifications provided.
