全职 Monitoring Specialist 工作, 薪水, EJAmerica 公司招聘中 - Ricebowl

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