Sr Technical Lead (Support & Operations)

Key Responsibilities 

Experience Management & Governance 

• Support the establishment and operationalization of the Experience Management Office (EMO). 

• Act as the single point of ownership for Digital Employee Experience across End User Computing (EUC), Service Desk, Collaboration Platforms, and Digital Workplace Services. 

• Define and measure End User Experience Index (UEI) aligned with business outcomes and user personas. 

• Develop and maintain DEX governance frameworks, KPIs, operational reviews, and reporting structures. 

• Drive proactive and predictive experience management practices across the workplace ecosystem. 

• Establish experience-led service improvement programs and transformation initiatives. 

Digital Experience Monitoring & Analytics 

• Monitor and analyze end-user experience across:  

• Device Performance 

• Application Health 

• Collaboration Platforms 

• Business-Critical Services 

• User Productivity Metrics 

• Build and maintain DEX dashboards providing real-time visibility into:  

• User Experience Index (UEI) 

• Device Health Index 

• Application Health Scores 

• User Engagement Metrics 

• Collaboration Experience Metrics 

• Monitor user satisfaction trends and pulse survey outcomes. 

• Correlate experience, operational, and business metrics to identify improvement opportunities. 

• Publish regular analytics, insights, performance assessments, and executive reports. 

Nexthink Platform Administration & Optimization 

• Administer and optimize Nexthink platform capabilities. 

• Perform platform assessments covering:  

• Current deployment maturity 

• Data quality 

• Use case effectiveness 

• Automation readiness 

• Integration effectiveness 

• Identify gaps in monitoring coverage and platform adoption. 

• Develop and maintain Nexthink dashboards, investigations, campaigns, and remote actions. 

• Collaborate with internal and customer stakeholders to continuously realize platform value. 

Device Health & Proactive Issue Management 

• Monitor Endpoint Analytics and Nexthink data to track:  

• Device Health Index 

• Boot Performance 

• Logon Experience 

• Battery Health 

• Disk Utilization 

• Device Stability 

• Identify trends, recurring issues, and degradation patterns. 

• Conduct Root Cause Analysis (RCA) for experience-impacting incidents. 

• Recommend remediation actions, engineering fixes, and preventive changes. 

• Work closely with Service Desk and EUC teams to identify proactive ticket opportunities. 

DEX Use Case Management 

Own and continuously optimize the following Nexthink use cases: 

Application Experience 

• Outlook crash analysis 

• Teams performance monitoring 

• Excel application stability 

• Application freeze and responsiveness analysis 

End-User Device Experience 

• Boot performance monitoring 

• Logon performance optimization 

• Low disk space remediation 

• Battery lifecycle management 

Security & Compliance Analytics 

• OneDrive synchronization health 

• BitLocker compliance monitoring 

• Antivirus compliance tracking 

• Endpoint compliance reporting 

Sustainability & Green IT 

• Device utilization analytics 

• Power consumption insights 

• Sustainability reporting 

• Green IT improvement recommendations 

Service Management Analytics 

• Top call driver analysis 

• Password reset trends 

• Account-related support patterns 

• Incident reduction opportunities 

Automation & Continuous Improvement 

• Design, develop, and deploy Nexthink-driven automations and self-healing capabilities. 

• Conduct workshops with stakeholders to identify high-value automation opportunities. 

• Develop custom scripts and workflows for recurring issues. 

• Implement automation initiatives focused on:  

• Microsoft Outlook 

• Microsoft Teams 

• OneDrive 

• Device Performance 

• Network Experience 

• Continuously fine-tune automations based on user and device insights. 

• Drive reduction in manual effort through intelligent automation. 

Expected Automation Outcomes 

• Achieve approximately 19% reduction in identified ticket categories through proactive automation. 

• Improve endpoint stability and user experience through automated remediation. 

• Reduce Mean Time to Resolution (MTTR) through predictive and self-healing capabilities. 

• Increase Service Desk efficiency through ticket deflection and automated issue resolution. 

• Improve compliance, security posture, and operational consistency. 

• Deliver measurable business value through reduced manual effort and enhanced employee productivity.