What You Will Do
Respond to and manage production incidents impacting AWS/Cloud services and APIs.
Own incident tickets through the full lifecycle, from initial triage to resolution and closure.
Collaborate with engineering, platform, product, and operations teams to diagnose issues and coordinate fixes.
Lead or contribute to root cause analysis and ensure follow up actions are identified and tracked.
Ensure platform reliability through monitoring, alerting, security, and operational best practices.
Drive reliability, stability, and operational readiness improvements across cloud platforms.
Understand end to end technical and business flows to support production services effectively.
Develop, maintain, and improve actionable runbooks for operational support.
Lead knowledge transfer sessions to ensure support teams are ready for production support.
What You Will Have
Technical Troubleshooting: Strong troubleshooting skills with experience analyzing cloud applications, APIs, integrations and data pipelines using logging, monitoring and observability tools to identify and resolve complex production issues.
Monitoring & Observability: Hands on experience with AWS monitoring and observability tools, including Amazon CloudWatch, OpenSearch/Kibana, and enterprise observability platforms such as Dynatrace, AppDynamics, Datadog, Splunk, and ThousandEyes.
Customer Focus: Knowledge of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and ability to leverage that information in creating customized customer solutions.
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.
Systems Thinking: Knowledge of the critical interdependencies among individual system elements that help and hinder performance; ability to plan and design solutions that synchronize resources to achieve business results.
Considerations For Top Candidates
Experience supporting production grade, customer facing platform on AWS/cloud environments, including incident response, on-call support, monitoring and operational reliability across distributed teams.
Proficiency in Python (or equivalent scripting languages) to automate workflows.
Experience with API testing/clients (Bruno, Postman, curl).
Strong experience managing incidents end-to-end using ServiceNow within enterprise ITSM frameworks.
Proven ability to drive root cause analysis and continuous improvement to enhance system reliability.
Experience leveraging AI/automation tooling (e.g., agentic workflows, GitHub Copilot, MCP) to accelerate triage, RCA, and support workflows.
Ability to trace issues to source code and CI/CD pipelines across distributed services.
Strong communication skills, with the ability to translate technical issues into clear status and impact updates for stakeholders.
Effective partnership with engineering, product, and platform teams to resolve issues and improve operational efficiency.
Strong understanding of monitoring, alerting, runbooks, and ability to proactively improve support processes, tooling, and documentation.
Additional Information
This position will have the option to be based out of our Chicago, IL; Peoria, IL or Irving, TX offices.
Summary Pay Range
$97,530.00 - $146,290.00
Compensation and benefits offered may vary depending on multiple individualized factors, job level, market location, job-related knowledge, skills, individual performance and experience. Please note that salary is only one component of total compensation at Caterpillar.
Benefits
Subject to plan eligibility, terms, and guidelines. This is a summary list of benefits.
Medical, dental, and vision benefits*
Paid time off plan (Vacation, Holidays, Volunteer, etc.)*
401(k) savings plans*
Health Savings Account (HSA)*
Flexible Spending Accounts (FSAs)*
Health Lifestyle Programs*
Employee Assistance Program*
Voluntary Benefits and Employee Discounts*
Career Development*
Incentive bonus*
Disability benefits
Life Insurance
Parental leave
Adoption benefits
Tuition Reimbursement
These benefits also apply to part-time employees
Visa Sponsorship is not available for this position.
Posting Dates
November 9, 2026 - November 15, 2026
Any offer of employment is conditioned upon the successful completion of a drug screen.
Caterpillar is an Equal Opportunity Employer, Including Veterans and Individuals with Disabilities. Qualified applicants of any age are encouraged to apply.
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