Manager of Cloud Support

Our Company

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 Sr 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.

Primary Responsibilities:

• 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

• Answers, evaluates, and prioritizes incoming telephone, voice mail, and e-mail 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.

Required Skills:

• 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

Preferred Skills:

• 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

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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.

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Hiring Range:

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Bonus Eligible?

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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.

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