Bachelor's degree and/or 5+ years in end-user computing or technology operations
Hands-on experience with digital experience monitoring platforms, preferably Nexthink
Strong analytical skills with the ability to work across large data sets
Ability to execute with minimal guidance and know when to escalate
Excellent verbal and written communication skills for technical problem translation
Experience in a fast-paced financial services environment preferred
Enjoys working independently and as part of a global team across time zones
Responsibilities
Monitor enterprise desktop environments proactively as part of a follow-the-sun model
Detect anomalies through trend and behavioral analysis before user impact
Validate alerts and assess business impact to select appropriate interventions
Deep dive into issues to document underlying causes and evidence
Identify trends and systemic weaknesses, raising them with relevant owners
Produce standardized handoff notes for regional shift transitions
Record outcomes to inform trend tracking and future learnings
Collaborate with various teams on triage, data-backed fixes, and outage resolution
Own regional and global reporting, including executive reviews of experience degradations
Benefits
Opportunity to work in a dynamic, fast-paced environment
Collaborative global team culture
Exposure to cutting-edge digital experience monitoring tools
Professional development opportunities
Engagement with senior stakeholders and executive reporting
Full Job Description
Monitoring Lead - Detection, Analysis and Coordination
The Monitoring Lead is the regional owner of detection and analysis, and the point of contact when something in the environment starts to move in the wrong direction.
Monitor Nexthink dashboards, alerts and campaigns throughout the regional shift
Identify early-warning signals across CPU, memory, disk, application crashes and boot time
Perform root cause analysis using Nexthink Finder, device timelines and behavioral trend analysis
Trigger proactive remediation through automation, targeted user action or evidence-based escalation
Act as the regional escalation point for the Service Desk and WT Engineering
Own regional experience health reports and trend analysis
Successful candidates bring a strong end-user computing background across Windows, macOS and VDI, are comfortable with data analysis and pattern recognition, and hold an operational mindset that stays calm under pressure. Your Responsibilities
Provide continuous, proactive monitoring of the enterprise desktop environment - desktops, laptops and virtual desktop infrastructure - as part of a follow-the-sun model
Detect anomalies through trend, threshold and behavioral change analysis before users are impacted
Validate alerts, assess business impact, and select the correct intervention: a targeted user campaign, a self-healing action, or an engineering escalation
Deep dive into discovered issues rather than closing them at the symptom, documenting the underlying cause and the evidence behind it
Identify trends, recurring issues and systemic weaknesses in the desktop estate and raise them with the appropriate owners
Produce standardized handoff notes before every regional shift transition
Record and document outcomes so that events feed trend tracking and future learnings
Partner with Service Desk, Workplace Technology Engineering, Incident Management and Resolution, Change Management and Production Assurance on triage, data-backed fixes, outage resolution and real-time change impact analysis
Own regional and global reporting, including the monthly executive review of the top experience degradations and the actions taken
Contribute to the weekly global digital experience sync covering trends, emerging risks and automation wins
Qualifications
Bachelor's degree and/or 5+ years of experience in end-user computing, desktop engineering or technology operations
Hands-on experience with digital experience monitoring platforms; direct Nexthink experience strongly preferred
We are looking for people who are curious, self-directed, self-motivated and highly reliable. Many of the issues we face are unique and complex and require creative thinking, perseverance, patience and a willingness to ask questions in order to arrive at a solution
Strong analytical skills, with the ability to work across large data sets and recognize patterns that are not yet obvious
Maturity to execute job functions with minimal guidance, and the judgment to know when to escalate
Very strong verbal and written English communication skills, including the ability to translate complex technical problems for senior stakeholders
Experience in a fast-paced financial services or comparable enterprise environment preferred
Enjoy working as part of a global team and independently, across time zones and regional handoffs
Required Technical Skills
Nexthink - Finder, Portal, Act, remote actions and campaigns
Windows Desktop (Windows 10/11) troubleshooting and administration
macOS endpoint support
Virtual desktop infrastructure (VDI)
Active Directory
PowerShell scripting; Python or an equivalent language an advantage
Query construction and data analysis for reporting and investigation
Sysinternals tools
Enterprise operations tooling such as Splunk, Wireshark or ExtraHop
Reporting and visualization tools for executive and stakeholder dashboards
