Monitoring Lead - Detection, Analysis and Coordination

Summary

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

Rate range -$50-$55

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

Rate range -$50-$55