Job Description

Career Area: Technology, Digital and Data
:
Your Work Shapes the World at Caterpillar Inc.
When you join Caterpillar, you're 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 don't 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.
Your Impact Shapes the World at Caterpillar Inc
When you join Caterpillar, you're 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 don't 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.
We are seeking a skilled Senior IT Analyst Applications (L1 Support Lead) to join our Open Systems Development & Support -CAT IT Division Bangalore Team.
We are seeking an experienced and dedicated L1 Support Lead to oversee and manage our Level 1 support operations. The ideal candidate will have a strong background in ITIL practices and ITSM frameworks, with over 8 years of experience leading support teams in enterprise IT environments. This role requires excellent leadership, communication, and problem-solving skills to ensure efficient and effective resolution of technical issues and service requests.
The preference for this role is to be based out of Bangalore PSN Office, KA-India
What you will do

• Lead and manage the 24/7 L1 support team to ensure timely and accurate resolution of incidents and service requests.
• Willing to work in varied shifts to lead the Support team.
• Implement and maintain ITIL-based processes for incident, problem, and change management.
• Monitor support operations and ensure compliance with ITSM standards and service level agreements (SLAs).
• Coordinate with L2/L3 support teams and other IT departments to escalate and resolve complex issues.
• Develop and maintain support documentation, knowledge base articles, and standard operating procedures.
• Provide regular performance reports and metrics to senior management.
• Conduct training and mentoring for support staff to enhance technical and customer service skills.
• Drive continuous improvement initiatives to optimize support processes and customer satisfaction.

What you will have

• Bachelor's degree in information technology, Computer Science, or a related field. (BE or MCA)
• Minimum of 8 years of experience in IT support, with at least 3 years in a lead or managerial role.
• Strong knowledge and practical experience with ITIL processes and ITSM tools.
• Proven ability to lead and motivate support teams in a fast-paced environment.
• Excellent communication, interpersonal, and organizational skills.
• Ability to analyze data and generate actionable insights for performance improvement.

Preferred Skills

• ITIL certification (Foundation or higher).
• Experience with ITSM platforms such as ServiceNow, BMC Remedy, or Jira Service Management.
• Familiarity with enterprise IT infrastructure and common support issues.
• Strong customer service orientation and conflict resolution skills.
• Ability to manage multiple priorities and projects simultaneously.
• Experience in developing and delivering training programs for support staff.
• 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
Decision Making and Critical Thinking: Knowledge of the decision-making process and associated tools and techniques; ability to accurately analyze situations and reach productive decisions based on informed judgment.
Level Working Knowledge:

• Applies an assigned technique for critical thinking in a decision-making process.
• Identifies, obtains, and organizes relevant data and ideas.
• Participates in documenting data, ideas, players, stakeholders, and processes.
• Recognizes, clarifies, and prioritizes concerns.
• Assists in assessing risks, benefits and consideration of alternatives.

Effective Communications: Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.
Level Working Knowledge:

• Delivers helpful feedback that focuses on behaviors without offending the recipient.
• Listens to feedback without defensiveness and uses it for own communication effectiveness.
• Makes oral presentations and writes reports needed for own work.
• Avoids technical jargon when inappropriate.
• Looks for and considers non-verbal cues from individuals and groups.

Software Development: Knowledge of software development tools and activities; ability to produce software products or systems in line with product requirements.
Level Extensive Experience:

• Conducts walkthroughs and monitors effectiveness and quality of the development activities.
• Elaborates on multiple-development toolkits for traditional and web-based software.
• Has participated in development of multiple or large software products.
• Contrasts advantages and drawbacks of different development languages and tools.
• Estimates and monitors development costs based on functional and technical requirements.
• Provides consulting on both selection and utilization of developers' workbench tools.

Software Development Life Cycle: Knowledge of software development life cycle; ability to use a structured methodology for delivering and managing new or enhanced software products to the marketplace.
Level Working Knowledge:

• Describes similarities and differences of life cycle for new product development vs. new release.
• Identifies common issues, problems, and considerations for each phase of the life cycle.
• Works with a formal life cycle methodology.
• Explains phases, activities, dependencies, deliverables, and key decision points.
• Interprets product development plans and functional documentation.

Software Integration Engineering: Knowledge of software integration processes and functions; ability to design, develop and maintain interfaces and linkage to alternative platforms and software packages.
Level Working Knowledge:

• Has experience with designing data exchange interfaces to and from software product.
• Describes tools and techniques for extraction, transformation and loading of electronic data.
• Cites examples of common linkage requirements for software products and vendors.
• Works with integrating software into the customer or partner framework and infrastructure.
• Participates in the development of technology interfaces and bridges.

Software Product Design/Architecture: Knowledge of software product design; ability to convert market requirements into the software product design.
Level Extensive Experience:

• Demonstrates experience with the architecture and design of major or multiple products.
• Describes major software architecture alternatives and considerations.
• Explains design considerations for commercial database systems, operating systems and web.
• Displays experience in estimating the cost of a specific design of a proposed product.
• Facilitates design reviews and walkthroughs.
• Analyzes benefits and drawbacks of specific software designs and architecture.

Software Product Technical Knowledge: Knowledge of technical aspects of a software products; ability to design, configure and integrate technical aspects of software products.
Level Working Knowledge:

• Maintains and utilizes data related to install base configurations and environments.
• Solicits customer feedback; reports and monitors bugs and implementation issues.
• Participates in defining and conducting technical acceptance tests.
• Participates in creating technical requirements for software development and deployment.
• Explains basic environment and product configuration options.

Software Product Testing: Knowledge of software product testing; ability to design, plan, and execute testing strategies and tactics to ensure software product quality and adherence to stated requirements.
Level Working Knowledge:

• Participates in test readiness reviews, functional, volume, and load testing.
• Describes key features and aspects of a specific testing discipline or methodology.
• Tests software components for compliance with functional requirements and design specifications.
• Explains procedures for documenting test activities and results (e.g. errors, non-conformance, etc.)
• Conducts functional and performance testing on aspects of assigned products.

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.

Additional Information:
Caterpillar is not currently hiring individuals for this position who now or in the future require sponsorship for employment visa status; however, as a global company, Caterpillar offers many job opportunities outside of the U.S. which can be found through our employment website at
Caterpillar is an Equal Opportunity Employer (EEO)
EEO/AA Employer. All qualified individuals, including minorities, females, veterans and individuals with disabilities - are encouraged to apply.
To update
Posting Dates: December 19, 2025 - January 1, 2026
Caterpillar is an Equal Opportunity Employer. Qualified applicants of any age are encouraged to apply
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Skills Required