Description

JOB PURPOSE:

• Provides application and technical leadership in the development of detailed system specifications for major business/infrastructure and/or development, integration and implementation projects. Applies systems solutions to business/technical problems through customer interactions, and by providing assistance to less experienced analysts in the design, programming, debugging, testing, and integration/implementation of complex, medium to large-sized automated information technology systems or infrastructure component implementation projects.

• To setup proper process and skillset to ensure the helpdesk could meet their committed SLA. To manage the helpdesk / support team providing excellent quick response to users (including both dealers and Caterpillar business partners.

• To manage Caterpillar Commerce systems’ access and onboard the new members with right access.
  

JOB DUTIES:

General Roles:

1. Competent to perform all programming, project management, and development assignments without close supervision; normally assigned the more complex aspects of systems work.

2. Works directly on complex application/technical problem identification and resolution, including responding to off-shift and weekend support calls.

3. Works independently on complex systems or infrastructure components that may be used by one or more applications or systems.

4. Develops major system modules, programs or integrates infrastructure components based on requirements gathered from customers.

5. Fully knowledgeable of the relevant programming languages, program design and specification development, programming logic, logic diagrams, system analysis techniques, testing, debugging, documentation standards, file design, storage and internal systems and cross platform infrastructure components; can provide training on these topics for others.

6. Performs implementation and integration tasks for medium to large, complex in-house developed systems and/or purchased software solutions.

7. Assists customers with documentation, training and usability efforts.

8. Integrates processes across functional organizations.

Admin Role:

1. Install WCS, IIB, OMS, MQ.

2. Provide AppDBA support to developers with tuning queries and DB performance advises

3. Upgrade apply patches to WCS, IIB, OMS, MQ

4. Work with GIS to manage ICW for restarts and validation of new installation using upgrades/fix packs, libraries etc., from lower environment to higher environment after approvals received by management for each env

5. Provide build and deploy capability and support the dev team

6. Run SQLs needed for each release (DDLs for database structure changes, DMLs – to insert/update/delete data as needed)

7. Control access and manage build deploy in higher environments with proper approvals and processes to ensure system stability

8. Manage and grant access to needed resources with WCS console, WAS console, OMS console, CMC

9. Run SQL scripts for releases, data fixes and support ETL / data loads as requested by dev team

Helpdesk / Support Leadership Role:

1. Setup the proper process and procedure for helpdesk to manage the ticket.

2. Setup and provide proper guidance, knowledge to helpdesk.

3. Setup and manage helpdesk daily business operation to meet SLA.

4. Work with helpdesk to manage daily ticket, escalate to the right people / level to ensure all the tickets could be solved on time.

5. Work with helpdesk to support daily business operation.

6. Identify the gap, continuous optimizing the services of helpdesk.

The position manages the completion of its own work assignments and coordinates work with others. Based on past experiences and knowledge, the incumbent normally works independently with minimal management input and review of end results.

Typical customers include Caterpillar customers, dealers, business partners. The position is challenged to quickly and correctly identify problems that may not be obvious. The incumbent solves problems by determining the best course of action, within departmental guidelines, from many existing solutions.

Qualifications

BACKGROUND/EXPERIENCE:

Requires bachelor to master degree in information technology, or a relevant degree, technical certification, or equivalent experience.

• The incumbent should be knowledgeable of the relevant programming languages; computing hardware and software; infrastructure elements, and current development processes and tools.

• 8-10 years in development and support work related to systems or infrastructure.

• Working language by both Chinese and English.

• Experience with IBM Commerce is preferred.

• Cross culture communication

• Experience of studying/ working aboard is preferred.

• Good knowledge of Caterpillar policies and procedures, and a general understanding of Caterpillar’s organization is preferred.