Sr Technical Lead (Support & Operations)

About the role

The DEX SME is responsible for monitoring, analyzing, and improving the digital workplace experience for end users through DEX platforms, analytics, automation, and proactive service improvement initiatives. The role works closely with Service Desk, EUC, Infrastructure, Security, Application, and Business teams to improve employee productivity and end-user satisfaction.

What you'll do

• Administer and optimize DEX platforms such as Nexthink, ControlUp, Lakeside SysTrack, Aternity, or equivalent solutions
• Monitor endpoint health, device performance, application experience, login performance, collaboration services, and user sentiment metrics
• Perform root cause analysis of recurring incidents and identify technology experience gaps
• Develop dashboards, health scores, Digital Experience Indexes, and executive reports
• Drive proactive remediation initiatives to reduce ticket volumes and improve user experience

What you need

• Python
• REST APIs
• ServiceNow
• Intune
• Azure
• Office 365
• Any graduate

Good to have

• PowerShell
• VMware
• ITIL
• Splunk
• Datadog
• Grafana