Network Administration Professional

Your Title: Incident Manager Job Location: Minnetonka, MNOur Department: Transportation MobilityWhat You Will DoAs an Incident Manager, you will organize and manage all efforts impacting our business-critical systems, handle the root cause analysis of underlying issues, post-incident preventive action plan, and manage the internal and external communications before, during and after an event.You will coordinate and work with technical teams to drive the quickest path to resolution, and you will communicate incident progress via periodic status updates to various levels of support and management. And the root causes of these incidents. You will also manage the expedient code or infrastructure changes to ensure these issues are addressed and resolved.Position OverviewAnalyze incidents to identify service restoration actions: Investigate and diagnose incidents promptly to determine the necessary steps for service restoration.Classify and prioritize incidents: Categorize incidents based on severity, impact, and urgency. Ensure that high-priority incidents are addressed promptly to minimize downtime and customer impact.Document and manage the timeline of recovery plans and activities: Record detailed timelines of recovery actions taken during major incidents. Ensure all activities are logged accurately for future reference and analysis.Ensure accurate and timely RCA documentation and communication: Develop thorough Root Cause Analysis (RCA) reports. Communicate findings and corrective actions within the expected timelines to relevant stakeholders.Manage maintenance scheduling, messaging, and communications: Plan and coordinate maintenance activities, ensuring minimal disruption to services. Act as a central point of contact during large maintenance windows, overseeing communications and progress.Identify and communicate the impact of incidents: Assess the impact on services and customers. Keep stakeholders informed about the extent and implications of incidents.Coordinate required actions and teams to restore service: Manage and direct the necessary technical teams to resolve incidents swiftly. Ensure all actions taken are aligned with the incident recovery plan.Monitor various communication channels for potential incidents and escalate as necessary: Continuously monitor alerts, logs, and other communication channels for signs of potential issues. Escalate incidents according to established escalation policies when needed.Maintain and review a log of all incidents, identifying patterns and suggesting improvements: Keep a detailed record of all incidents, including affected components and resolution actions. Regularly review incident logs to identify recurring issues and propose mitigation changes.Establish continuous process improvement for incidents, RCA, change control, and maintenance events: Review processes and procedures quarterly with management and suggest possible improvements. Foster a culture of continual improvement within the team. What Skills & Experience You Should BringBachelor's degree in computer science/technology or equivalent years of experience;Knowledge of information systems and ability to apply that knowledge in practice;Ability to manage competing priorities;Ability to consistently meet deadlines and expectations;Ability to solve problems in straightforward situations by analyzing possible solutions using experience, judgment, and precedents;Ability to communicate complex information in straightforward situations;Excellent written and verbal communication skills;Excellent documentation and presentation skills;Possess a high sense of urgency and know when to escalate;Demonstrated ability to execute and perform timely follow-up to ensure customer satisfaction.Preferred SkillsProject management experience;Knowledge of cloud environments;Experience implementing ITSM (Information Technology Service Management) practices and tools to design, plan, and deliver services;Experience in a 24/7 environment.About Our Transportation DivisionThe Transportation Mobility Division of Trimble exists to make the roads safer, greener and better for everyone. Our employees bring this to life through imagination, teamwork and a true passion to disrupt the status quo and drive the industry's future. By using innovative thinking and technology, we create software solutions that protect fleet drivers and the people out on the road. We share a relentless ambition to find new ways to improve a fleet’s bottom line while making the world a greener place. Join some of the most brilliant minds in the transportation field, working together to make a difference for our customers and the communities we serve.Trimble’s Inclusiveness CommitmentWe 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.Trimble’s Privacy PolicyPay EquityTrimble 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 Range79924106000Bonus Eligible?YesTrimble 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, contactAskPX@px.trimble.com