Manager Information Technology (Data & Integrations – Service Level Management)

Career Area:

Job Description:

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 Work Shapes the World at Caterpillar Inc

Whether it be groundbreaking products, best in class solutions or creating a lifelong career, you can do the work that matters at Caterpillar. With a 95-year legacy of quality and innovation and 150 locations in countries around the world, your impact spans the globe.

When you join Caterpillar, you are joining a team of makers, innovators, and doers. We are the people who roll up our sleeves and do the work to build a better world. We don’t just talk about progress and innovation. We make it happen. And we are proud of that because it helps our customers build and power the world we live in – the roads, hospitals, homes and infrastructure. Without a dedicated workforce Caterpillar could not effectively meet our customer’s needs. Join us. 

Job Summary

We are seeking a skilled Manager Information Technology (Data & Integrations – Service Level Management) to join India CoE-Integration & Engg -CAT IT Division

This IT Manager role is accountable for end-to-end service performance, reliability, and continuous improvement across enterprise data platforms and integration services. This role also drives a next-generation Service Level Management (SLM) model, leveraging AI, automation, and predictive insights to ensure high availability, performance, and business-aligned outcomes for critical data and integration capabilities.

The role acts as a bridge between IT operations, data & integration engineering teams, vendors, and business stakeholders, ensuring services are resilient, cost-effective, and continuously optimized.

The preference for this role is to be based out of Whitefield PSN Office, Bangalore, India

What you will do

People & Capability Development

• Reporting to the incumbent are internal and contracted resources that may include any or all the following: Senior IT Analysts, IT Analysts (various levels of experience), Associate IT Analysts, and other technical or customer liaison personnel at various levels.
• Build and lead a high-performing SLM and operations-focused team with strong data, integration, and automation skills.
• Upskill teams on AI, observability, reliability engineering (SRE), and automation practices.
• Foster a culture of ownership, continuous improvement, and engineering excellence.
• Promote global collaboration and knowledge sharing across distributed teams.

Service Level Management & Operational Excellence:

• Own and govern SLAs, MTTRs and budgets for Data & Integration services (Data Platforms, APIs, ETL/ELT, B2B/EDI, MFT, Middleware and BI Tools).
• Ensure availability, performance, reliability, and recoverability of services aligned to business-critical priorities.
• Drive AI-enabled monitoring, proactive incident detection, and trend-based problem management.
• Lead Major Incident and Root Cause Analysis (RCA) with a focus on automation, systematic fixes, and prevention.

 AI, Automation & AIOps:

• Champion AIOps, self-healing, and autonomous operations across Data & Integration platforms.
• Implement predictive analytics to anticipate capacity issues, SLA breaches, and performance degradation.
• Drive automation-first approaches using scripting, orchestration, and low-code/no-code platforms (e.g., Power Automate, Python-based automation).
• Enable smart alerting, noise reduction, and intelligent dashboards for operations and leadership visibility.
• Continuously assess and adopt emerging AI capabilities to reduce manual effort and improve service maturity.

Service Governance & Metrics:

• Define and manage KPI frameworks, including availability, MTTR, throughput, cost-to-serve, and customer experience indicators.
• Establish clear service scorecards and executive dashboards using tools such as Power BI, ThoughtSpot, or equivalent.
• Lead monthly/quarterly service reviews with business and vendor partners, ensuring transparency and accountability.
• Ensure compliance with ITSM, security, risk, and audit requirements.

Vendor & Partner Management:

• Manage strategic vendor relationships (e.g., systems integrators, managed service providers) delivering Data & Integration services.
• Enforce SLAs, drive performance improvement plans, and support contract & SOW governance.
• Optimize vendor delivery using outcome-based metrics and automation-led execution models.
• Lead cost optimization initiatives through tool rationalization and service efficiency improvements.

Stakeholder Engagement:

• Act as the single point of accountability for service performance for Data & Integration capabilities.
• Translate technical service insights into business-aligned value narratives.
• Collaborate closely with Architecture, Engineering, Security, Finance, and Business Leaders to align services with enterprise strategy.
• Support enterprise transformation initiatives including cloud modernization, data platform evolution, and integration simplification.

 What you will have 

• Bachelor’s degree in information technology, Computer Science, Engineering, or related field.
• 15+ years of IT experience, with strong exposure to Data Platforms, Integrations, and Production Services with at least 5+ years of prior people and technical managerial experience in applications or infrastructure areas.
• 4+ years in Service Management, Operations Leadership, or Reliability Engineering roles.
• Proven experience managing enterprise-scale production environments.
• This position requires candidate to work a 5-day -a -week schedule in the office.
• Shift Timing: 01:00Noon -10:00PM IST

Technical & Functional Skills:

• Strong understanding of:
  • Data platforms (Data Warehouses, Data Lakes, Streaming)
  • Integration technologies (APIs, Middleware, EDI/B2B, MFT)
  • Cloud and hybrid environments
• Previous experience in BI, Integrations and Data Services applications (Power BI, Tableau, IBM Sterling Integrator, DataStage, SnapLogic, Snowflake, QLIK, IIB/ACE, DataPower)
• Hands-on experience with ITSM frameworks, preferably ITIL, SRE, or DevOps-aligned models.
• Exposure to AIOps, monitoring, and observability tools.
• Familiarity with automation frameworks, scripting, and low-code tools.
• Strong analytical mindset with experience using data-driven insights to improve operations.

Leadership & Behavioral Competencies:

• AI-first and automation-driven mindset
• Strong business acumen and stakeholder communication skills
• Outcome-oriented, with a bias for measurable impact
• Ability to influence without authority in complex, matrixed organizations
• High ownership, accountability, and resilience in high-pressure environments

Skills desired:

Core Application Systems: Knowledge of major production application systems used for delivery of services to internal and external clients; ability to leverage major production application systems in diverse situations.
Level Extensive Experience:
• Manages application-related issues, implications, and approaches with clients.
• Evaluates key interfaces and interdependencies among core applications systems.
• Explains features and benefits of core applications for consideration by business units.
• Implements existing and planned application enhancements in major business units.
• Tracks data flow between own applications and core applications in other business areas.
• Plans enhancement, conversion, and retirement strategies for core applications.
Information Technology Trends: Knowledge of marketplace experience, developments and trends related to the organization's use of Information Technology (IT); ability to apply knowledge of IT appropriately to benefit the organization.
Level Working Knowledge:
• Discusses existing and planned IT technologies relevant to own function.
• Participates in at least one major IT initiative within own function.
• Discusses several pertinent technology trends.
• Reviews organization's recent experience in introducing new technologies.
• Seeks the appropriate experts to obtain information or ask questions.
Analytical Thinking: Knowledge of techniques and tools that promote effective analysis; ability to determine the root cause of organizational problems and create alternative solutions that resolve these problems.
Level Working Knowledge:
• Approaches a situation or problem by defining the problem or issue and determining its significance.
• Makes a systematic comparison of two or more alternative solutions.
• Uses flow charts, Pareto charts, fish diagrams, etc. to disclose meaningful data patterns.
• Identifies the major forces, events and people impacting and impacted by the situation at hand.
• Uses logic and intuition to make inferences about the meaning of the data and arrive at conclusions.
Talent Management: Knowledge of the critical competencies required to achieve intended results; ability to generate consistent approaches for hiring, selection, retaining and leveraging talent across the organization.
Level Basic Understanding:
• Explains how the concept of a career path can be used to identify future desired roles.
• Identifies the key roles and responsibilities in the group and the career ladder for the function.
• Demonstrates the ability to help integrate new members into the team.
• Seeks guidance in obtaining long-term developmental opportunities.
Leadership: Knowledge of leadership practices and processes; ability to use strategies and skills to enlist others in setting, embracing and achieving objectives while having a long-term perspective of the future state of things and how to get there.
Level Working Knowledge:
• Utilizes an appropriate style of leadership: autocratic, democratic, laissez-faire/free rein, etc.
• Utilizes positive reinforcement to motivate & attain desired behaviors; increases productivity.
• Demonstrates leadership qualities: intelligence, dominance, persistence, integrity, confidence.
• Employs leadership theories, such as contingency and transactional, and associated techniques.
• Manages own behaviors during interactions, such as feedback giving, to shape workplace events.
Vendor/Supplier Management: Knowledge of external provider management processes and ability to effectively manage the business relationship with external providers (e.g. vendors, service providers, contractors, consultants and suppliers).
Level Working Knowledge:
• Works with vendors to assure that products or services are delivered to time and quality specifications.
• Provides feedback on vendor performance to responsible contract administrators.
• Resolves routine issues or problems with vendors in organization's best interest.
• Identifies communications bottlenecks and recommends appropriate solutions.
• Builds effective working relationships with counterparts in vendor or supplier's organization.
IT Service Management (ITSM): Knowledge of Information Technology (IT) service; ability to manage IT services and oversee service operations.
Level Extensive Experience:
• Communicates with clients to analyze potential business needs in IT services.
• Compares IT service frameworks and methodologies with other industry professionals or organizations.
• Directs research and development activities in IT services; ensures budget and quality in standards.
• Develops processes for on-demand IT service development for specific client requirements.
• Oversees the implementation of procedures for IT services and provides troubleshooting solutions for technical problems.
• Designs standardized procedures for IT service operations and product development.
System and Technology Integration: Knowledge of the features and facilities of systems; ability to integrate and communicate among applications, databases and technology platforms.
Level Expert:
• Consults with others on system and/or technology integration efforts.
• Monitors system and technology integration trends and directions.
• Plays a leadership role in defining systems integration processes and practices.
• Designs complex interfaces, integration strategies and plans.
• Holds an industry wide conference on system integration and migration issues, problems and considerations.
• Demonstrates extensive experience with system and technology integration.

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 www.caterpillar.com/careers

Posting Dates:

Caterpillar is an Equal Opportunity Employer.  Qualified applicants of any age are encouraged to apply

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