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