Full Time Monitoring Manager Jobs, in EJAmerica - Maukerja

Experience: 5+ years

Role Type: Digital Experience / EUC Monitoring

Key Skills: Nexthink, EUC, Windows, macOS, VDI, RCA, Data Analysis

Role Overview

We are looking for an experienced Monitoring Lead to take ownership of monitoring and analyzing the digital employee experience across the enterprise desktop environment.

The role will focus on proactively identifying performance issues, investigating anomalies, performing root cause analysis and coordinating with Service Desk and Workplace Technology teams to ensure timely resolution.

The ideal candidate should have a strong End User Computing (EUC) background, hands-on experience with Nexthink, strong analytical skills and the ability to identify trends and potential issues before they significantly impact users.

Key Responsibilities

• Monitor Nexthink dashboards, alerts and campaigns throughout the assigned regional shift.
• Identify early warning signals related to CPU, memory, disk utilization, application crashes, boot time and overall endpoint performance.
• Investigate alerts and anomalies using Nexthink Finder, device timelines and experience data.
• Perform detailed root cause analysis (RCA) rather than focusing only on the immediate symptoms.
• Analyze trends and patterns to identify recurring or systemic issues across the desktop environment.
• Assess the potential business and user impact of identified issues and determine the appropriate course of action.
• Trigger proactive remediation through available automation, targeted user communication or escalation to the appropriate engineering team.
• Act as the regional escalation point for the Service Desk and Workplace Technology Engineering teams.
• Coordinate with relevant technical teams to investigate and resolve experience degradation.
• Maintain regional experience health reports and provide trend and performance analysis.
• Prepare regular reports highlighting major experience degradations, recurring issues, root causes and actions taken.
• Provide clear and standardized handover notes during regional/follow-the-sun shift transitions.
• Document investigation findings, resolution actions and key learnings for future reference.
• Identify opportunities to improve monitoring, alert quality and the overall digital employee experience.
• Participate in global digital experience meetings and share regional trends, risks and key findings.

Required Technical Skills

• Hands-on experience with Nexthink.
• Strong knowledge of Nexthink Finder and Portal.
• Experience working with Nexthink dashboards, alerts, campaigns and experience metrics.
• Strong Windows 10/11 troubleshooting and administration experience.
• Experience supporting macOS endpoints.
• Good understanding of Virtual Desktop Infrastructure (VDI) environments.
• Experience with Active Directory.
• Strong understanding of endpoint performance monitoring and troubleshooting.
• Experience with query construction and data analysis.
• Knowledge of Sysinternals tools.
• Exposure to enterprise monitoring/operations tools such as Splunk, Wireshark or ExtraHop is an advantage.
• Experience with reporting and visualization tools is preferred.

Qualifications & Experience

• Bachelor's degree and/or 5+ years of experience in End User Computing, Desktop Engineering, Digital Experience Monitoring or Technology Operations.
• Strong experience in digital experience monitoring and endpoint troubleshooting.
• Strong analytical and problem-solving skills with the ability to identify patterns across large datasets.
• Ability to perform independent investigation and work with minimal supervision.
• Good judgment to determine when an issue requires escalation.
• Strong verbal and written English communication skills.
• Ability to explain complex technical issues clearly to technical and senior stakeholders.
• Comfortable working in a fast-paced enterprise environment.
• Experience in the financial services industry or a similar large enterprise environment is preferred.
• Comfortable working with global teams across different time zones and regional handoffs.