Digital Operations Excellence Manager

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As a Digital Operations Excellence Manager for Cat Digital, you will be responsible for leading ITSM Problem Management across Cat Digital Operations, helping reduce repeat incidents, improve service stability, and strengthen operational performance for critical digital services. You will identify the underlying causes of incidents, manage known errors and workarounds, drive root cause analysis, and partner with technical, business, and operations teams to prevent recurrence and reduce customer impact.

This role will also lead onboarding activities for the Cat Digital Operations Center (CDOC), ensuring new team members, processes, services, and operational handoffs are introduced in a clear, consistent, and measurable way. As a part of CDOC duties this role also leads/participates in both internal and dealer facing communications, helping ensure operational updates, stakeholder messaging, and service-impact communications are clear, timely, and aligned across the operations center.

In addition, the role will serve as a backup for Change Management and participate in P1 and P2 incident management activities as part of the Problem Review Board lifecycle, ensuring major incident learnings are captured, analyzed, and translated into sustainable corrective actions.

What You Will Do:

ITSM Problem Management for Cat Digital Operations, including problem identification, documentation, prioritization, investigation, follow-up, and closure.

Facilitate root cause analysis for major, recurring, or high-impact incidents, ensuring corrective actions are assigned, tracked, and completed.

Manage Problem Review Board activities, including agendas, action tracking, trend reviews, executive summaries, and post-incident learnings.

Partner with Incident Management on P1/P2 incidents and analyze incident, alert, change, availability, and performance data to identify risks, recurring issues, and improvement opportunities.

Maintain known error, workaround, and corrective action records while partnering with SRE, application, infrastructure, service desk, product, and business teams to resolve problems.

CDOC onboarding and readiness activities, including training, access coordination, process orientation, documentation, handoffs, and readiness tracking for new or changing services.

Coordinate CDOC communications, support Change Management as backup, and drive continuous improvement to strengthen reliability, accountability, stakeholder alignment, and post-incident learning.

What You Will Have:

Effective Communications: Strong understanding of communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.

Technical Troubleshooting: Extensive knowledge of technical troubleshooting approaches, tools and techniques; ability to anticipate, recognize, and resolve technical issues on hardware, software, application or operation.

Performance Measurement and Tuning: Knowledge of system performance, testing and programming; ability to monitor, measure, and optimize system performance and network communication.

Software Release Management: Knowledge of strategies, practices and tools for managing versions and distribution of software products and enhancements; ability to evaluate and improve release management practices and tools.

Software Reliability Management: Knowledge of software reliability management; ability to develop and use principles, methodologies and metrics that increase software product performance and reliability.

Bachelor’s degree in Information Technology, Computer Science, Business, Engineering, a related field, or equivalent experience; ITIL Foundation or higher certification preferred.

2+ years of experience in IT Service Management, Problem Management, Incident Management, Change Management, SRE, Operations, Service Desk leadership, or related fields.

Strong understanding of ITIL practices and experience leading root cause analysis, post-incident reviews, corrective action tracking, and operational improvement initiatives.

Experience supporting major incident processes, including P1/P2 response, escalation management, stakeholder communication, and post-incident follow-up.

Ability to analyze operational data, identify trends, connect related incidents, and translate findings into practical improvement actions.

Strong facilitation, communication, documentation, and organization skills, with experience using ITSM platforms, creating support materials, coordinating operational communications, and working across global technical, business, and operations teams.

This position has the option to be based out of either our Chicago, IL or Peoria, IL offices

Relocation assistance is NOT available for this position

Visa sponsorship is NOT available with this position.

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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