Business Titles : Cloud Services Support Manager
Location : Remote
Department : Cloud Services
About Trimble Transportation
Trimble Transportation optimizes the movement of freight by providing shippers and carriers with mobility, enterprise, and mapping software to run their businesses more efficiently.
As the leading provider of Transportation, Fleet and Asset Management Software and commercial routing and mapping solutions, we are devoted to propelling companies in the trucking industry toward increased efficiency, lower costs, and optimized operations.
Trimble Transportation’s Enterprise division markets and develops transportation supply chain planning, procurement, and execution software solutions delivered as multiple point products and cloud-enabled solutions at various stages of maturity.
Position Overview
The Cloud Services Support Manager will report to the Manager of Cloud Services and will be a critical member of the company's technical support services team.
Primary interaction will be between customer end users’, Cloud support analysts, systems administrators and other systems engineers to provide effective coverage and high quality of services for all contracted customers.
The successful candidate will have a strong background around customer interaction, system issue management and problem resolution.
The candidate will ideally have excellent interpersonal communication abilities with customers and the technology teams.
Ability to grasp technical concepts around computing infrastructure elements such as networking, virtualization, storage, backup and recovery, remote computer access, among several is critical.
Working knowledge of these concepts is a strong plus.
What You Will Do
Provide an interface and advocate for customers to get support and tickets resolved within SLA
Develop and build upon existing Incident Response plan to ensure seamless flow events should an issue arise
Create standard operating procedures around Alerting and Monitoring using tools from Solarwinds and Pagerduty
Timeframes Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with the contracted services Provides a professional interface to the Systems Support function for Trimble
Supports the System Analysts by mentoring, providing escalation support for service requests
Reprioritizes service requests and creates efficient assignments to Analysts
Provide customer annual report cards and schedules meetings to present analysis
Provides Support Desk measurements for business tracking.
Trimble is a 24x7x365 business hours operation, and coverage needs to be managed to support these hours. This position may occasionally require participation in the on-call schedule and be an escalation path for on-call rotation.
Logs and tracks calls using problem management database, and maintains history records and related problem documentation.
What Skills & Experience You Should Bring
3+ years’ experience working in a supervisory or managerial role
Ability to instill confidence in customers that their problems will be addressed
Working knowledge of public cloud infrastructure (Azure, AWS, GCP)
Windows Server and Active Directory administration
Troubleshooting various system and server issues
Excellent documentation and change management skills
Excellent communication skills
Familiarity with Terminal Services / Remote Desktop / Citrix / Azure Virtual Desktop
Familiarity with IIS
Ability to prioritize a wide range of workloads with critical deadlines
What Skills & Experience You Could Bring
5-7 years’ experience
BS / MS in Computer Science or equivalent education / experience, Certifications (Azure, AWS, VCP, CCP, etc)
Citrix, Microsoft SQL, Powershell Scripting, AWS, Azure, Pure, Cloud Services
About Trimble
Dedicated to the world’s tomorrow, Trimble is a technology company delivering solutions that enable our customers to work in new ways to measure, build, grow and move goods for a better quality of life.
Core technologies in positioning, modeling, connectivity and data analytics connect the digital and physical worlds to improve productivity, quality, safety, transparency and sustainability.
From purpose-built products and enterprise lifecycle solutions to industry cloud services, Trimble is transforming critical industries such as construction, geospatial, agriculture and transportation to power an interconnected world of work.
For more information about Trimble (NASDAQ : TRMB), visit :
Trimble’s Privacy Policy
Pay Equity
Trimble provides the following compensation range and general description of other compensation and benefits that it in good faith believes it might pay and / or offer for this position.
This compensation range is based on a full time schedule. Trimble reserves the right to ultimately pay more or less than the posted range and offer additional benefits and other compensation, depending on circumstances not related to an applicant’s sex or other status protected by local, state, or federal law.
Hiring Range : 75400
75400
100000
Bonus Eligible?
Trimble offers comprehensive core benefits that include Medical, Dental, Vision, Life, Disability, Time off plans and retirement plans.
Most of our businesses also offer tax savings plans for health, dependent care and commuter expenses as well as Paid Parental Leave and Employee Stock Purchase Plan.
Trimble is proud to be an equal opportunity employer. We welcome and embrace our
candidates' diversity and take affirmative action to employ and advance individuals
without regard to race, color, sex, gender identity or expression, sexual orientation,
religion, age, physical or mental disability, veteran status, pregnancy (including
childbirth or related medical conditions), national origin, marital status, genetic
information, and all other legally protected characteristics. We forbid discrimination and
harassment in the workplace based on any protected status or characteristic. A criminal
history is not an automatic bar to employment with the Company, and we consider
qualified applicants consistent with applicable federal, state, and local law.
The Company is also committed to providing reasonable accommodations for
individuals with disabilities, and individuals with sincerely held religious beliefs in our job
application procedures. If you need assistance or an accommodation for your job, contactom
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The Cloud Services Support Manager will report to the Manager of Cloud Services and will be a critical member of the company's technical support services team. Business Titles: Cloud Services Support Manager. Trimble Transportation’s Enterprise division markets and develops transportation supply cha...
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