Incident Manager (Remote)

Trimble is looking for a IT Incident/Problem manager for their core development team . In this role you are responsible for handling Problem tickets (support tickets that can not be handled by our Customer Support team because they are highly technical and require restricted low level application access or even bug fixes in the product) . You will report to the R&D IT operations manager .

Main Tasks

• You coordinate with the support organization to identify and escalate support tickets that can not be handled by the customer support team through daily calls and individual meetings and support management tools
• Investigate and identify the root causes of problems reported by the support team.Use tools like logs, debugging information, and system reports to diagnose recurring issues, development of custom scripting, low level IT operations and looking for assistance within the R&D team to identify root causes and possible solutions.
• Collaborate with technical teams (e.g., developers, DevOps, or Level 3 support) to find permanent fixes for unresolved or escalated issues. Bridge the gap between non-technical support and technical experts by translating technical issues into understandable terms for all stakeholders.
• Maintain a problem management database, documenting known errors, workarounds, and permanent solutions. Track problem lifecycle from detection to resolution.
• Analyze trends in incident data to identify potential problems before they occur. Implement preventive measures to mitigate risks. You start initiatives and propose ways to improve the Problem processes, and improve our products for better ‘supportability’
• Provide regular updates to support teams, customers and management about problem resolution progress.Prepare reports highlighting problem impact, resolution timelines, and preventive measures taken.
• Document solutions for recurring issues in a knowledge base accessible to the support team.
• Conduct training sessions to upskill support staff on resolved problems and preventive practices.
• You are part of the incident management team, and can coordinate responses and actions to solve major incidents and outages.

Measures Of Success

• % of of Problem tickets handled within the company service SLOs to the satisfaction of the customer
• Size of the Problem tickets queue does not exceed company service objectives
• Reduction in number of support tickets or speed in handling support tickets improved due to Improvements to product and support tickets proposed
• Incidents handled following the incident handling procedures, with the stated service time objectives

Target Capabilities And Skills

• 2+ years of total experience in a similar role
• Educational Background in Information technology
• Experience in shell or python scripting (IT certifications are a plus)
• Experience in problem debugging
• Experience in managing and coordinating incident responses (ITIL certification is a plus)
• Strong analytical and problem solving skills
• Strong Communication and clear reporting skills
• Result focussed
• Strong sense of responsibility and ownership
• Able to work under pressure
• Available to handle escalations outside of normal business hours

Trimble’s Inclusiveness Commitment

We believe in celebrating our differences. That is why our diversity is our strength. To us, that means actively participating in opportunities to be inclusive. Diversity, Equity, and Inclusion have guided our current success while also moving our desire to improve. We actively seek to add members to our community who represent our customers and the places we live and work.

We have programs in place to make sure our people are seen, heard, and welcomed and most importantly that they know they belong, no matter who they are or where they are coming from.

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