Digital Experience Monitoring Lead

Title: Digital Experience Monitoring Lead
Location: Alpharetta, GA (Hybrid)
Duration: 12 Months contract with possibility of extension or contract to hire.
Technology:
-Technology works as a strategic partner with Client's business units and the world's leading technology companies to redefine how business is conducted in increasingly global, complex and dynamic financial markets.
-Client's significant investment in technology supports quantitative trading systems, cutting-edge modelling and simulation software, comprehensive risk and security systems, robust client-relationship capabilities, and the worldwide infrastructure that forms the backbone of these systems and tools. Our insights, applications and infrastructure provide a competitive edge to clients' businesses and our own.

The Team and Your Role:
-The Global Monitoring Team is a newly established function within Workplace Technology Services, created to proactively detect, analyze and prevent end-user computing issues before they affect productivity. The team works across physical and virtual environments and uses Nexthink as its primary source of insight, supported by standardized global processes and structured regional handoffs that provide follow-the-sun coverage.
-This role is for a technologist who is genuinely curious. Much of the value of the team comes from noticing something that does not look right in the data and then choosing to pursue it — correlating device timelines, comparing populations, testing a hypothesis and working the problem until the underlying cause is understood. Alerts and dashboards will tell you where to look, but they will not tell you what is actually wrong. That part is yours.
-The work is highly visible and directly measurable. Findings from this team drive fixes with engineering partners, targeted user campaigns, self-healing automations and real-time impact analysis during change events. You will be expected to translate technical detail into clear business impact for regional and global stakeholders, and to be comfortable owning an issue from first signal to documented resolution.

Why This Team Exists:
-Today, most desktop-related issues are identified only after users are disrupted and contact the Help Desk. That reactive model increases user downtime, drives higher call volumes and reduces employee productivity. As the desktop environment continues to grow in complexity and scale, proactive monitoring is essential to maintaining operational stability and service quality.
-The Global Monitoring Team exists to close that gap. By identifying trends, recurring failures and early warning indicators, the team reduces Mean Time to Identify and Mean Time to Resolve, lowers reactive ticket volume, improves the stability of the desktop platform, and moves Workplace Services from reactive support toward proactive operations.

Team Structure:
-The team is global and regionally distributed, with two-person teams in North America, EMEA and APAC providing 24x5 coverage. Each region owns primary monitoring during local business hours, holds an alignment meeting before transitioning to the next shift, and produces standardized handoff notes. Each region is staffed with a Monitoring Lead and an Automation and Insights Engineer.

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.

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