Business Titles: Cloud Services Support ManagerLocation: RemoteDepartment: Cloud ServicesAbout Trimble TransportationTrimble 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 OverviewThe 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 DoProvide an interface and advocate for customers to get support and tickets resolved within SLADevelop and build upon existing Incident Response plan to ensure seamless flow events should an issue ariseCreate standard operating procedures around Alerting and Monitoring using tools from Solarwinds and PagerdutyTimeframes 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 TrimbleSupports the System Analysts by mentoring, providing escalation support for service requestsReprioritizes service requests and creates efficient assignments to AnalystsProvide customer annual report cards and schedules meetings to present analysisProvides 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 Bring3+ years' experience working in a supervisory or managerial roleAbility to instill confidence in customers that their problems will be addressedWorking knowledge of public cloud infrastructure (Azure, AWS, GCP)Windows Server and Active Directory administrationTroubleshooting various system and server issuesExcellent documentation and change management skillsExcellent communication skillsFamiliarity with Terminal Services / Remote Desktop / Citrix / Azure Virtual DesktopFamiliarity with IISAbility to prioritize a wide range of workloads with critical deadlinesWhat Skills & Experience You Could Bring5-7 years' experienceBS/MS in Computer Science or equivalent education/experience, Certifications (Azure, AWS, VCP, CCP, etc)Citrix, Microsoft SQL, Powershell Scripting, AWS, Azure, Pure, Cloud ServicesAbout TrimbleDedicated 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:www.trimble.com?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:99700-134600-Bonus Eligible?Yes-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 ourcandidates' diversity and take affirmative action to employ and advance individualswithout regard to race, color, sex, gender identity or expression, sexual orientation,religion, age, physical or mental disability, veteran status, pregnancy (includingchildbirth or related medical conditions), national origin, marital status, geneticinformation, and all other legally protected characteristics. We forbid discrimination andharassment in the workplace based on any protected status or characteristic. A criminalhistory is not an automatic bar to employment with the Company, and we considerqualified applicants consistent with applicable federal, state, and local law.The Company is also committed to providing reasonable accommodations forindividuals with disabilities, and individuals with sincerely held religious beliefs in our jobapplication procedures. If you need assistance or an accommodation for your job,******
