About this role
We are seeking a highly skilled ControlUp SME / Engineer to lead end-user experience monitoring, performance optimization, and digital experience management initiatives across enterprise virtual desktop and endpoint environments. The role will focus on leveraging ControlUp to proactively monitor user experience, identify performance bottlenecks, automate remediation, conduct root cause analysis, and provide actionable insights to improve the stability, availability, and performance of VDI, desktop, and application services.
The ideal candidate should have strong expertise in ControlUp, Citrix, VMware Horizon, Azure Virtual Desktop (AVD), Windows administration, and PowerShell automation , along with a solid understanding of ITIL-based service management practices.
Required Skills & Experience
Technical Skills
- Expert knowledge of ControlUp Monitoring and Analytics
- Experience with ControlUp Script Actions and Automation
- Strong knowledge of: Citrix Virtual Apps & Desktops
- VMware Horizon
- Azure Virtual Desktop (AVD)
- Windows 10/11 and Windows Server administration
- PowerShell scripting and automation
- Performance monitoring and troubleshooting
- Digital Experience Monitoring (DEM/Digital Employee Experience)
- Log analysis and diagnostics
- Active Directory and Group Policy
- Understanding of Cloud and Hybrid Virtual Desktop environments
Service Management Skills
- ITIL Incident, Problem, and Change Management
- Root Cause Analysis (RCA)
- Major Incident Support
- Continuous Service Improvement (CSI)
- Service Reporting and Governance
Soft Skills
- Strong analytical and troubleshooting skills
- Excellent communication and stakeholder management
- Ability to work independently in a global support environment
- Strong documentation and presentation skills