ControlUp SME / Engineer

We are looking for a highly experienced ControlUp SME / Engineer to lead end-user experience monitoring, performance optimization, and digital experience management initiatives across enterprise virtual desktop and endpoint environments. In this role, you will use ControlUp to proactively monitor user experience, detect performance bottlenecks, automate remediation, perform root cause analysis, and deliver actionable insights to enhance the stability, availability, and performance of VDI, desktop, and application services.

The successful candidate will bring deep expertise in ControlUp, Citrix, VMware Horizon, Azure Virtual Desktop (AVD), Windows administration, and PowerShell automation, along with a strong working knowledge of ITIL-based service management practices.

Key Responsibilities

ControlUp Administration & Monitoring

• Administer and maintain the ControlUp monitoring platform across enterprise environments.
• Create dashboards, alerts, reports, and monitoring policies to support proactive issue detection.
• Track end-user experience metrics and evaluate performance trends.
• Configure and optimize ControlUp Real-Time DX, Insights, and automation functions.

Performance Analysis & Troubleshooting

• Investigate and resolve user experience, application, desktop, and VDI performance challenges.
• Conduct root cause analysis (RCA) for repeat incidents and service degradation.
• Assess resource utilization, log data, and performance metrics to uncover bottlenecks.
• Propose and implement corrective and preventive actions.

 VDI Platform Support

• Support and optimize:
• Citrix Virtual Apps & Desktops
• VMware Horizon
• Azure Virtual Desktop (AVD)
• Monitor session health, application performance, login durations, and user experience KPIs.
• Partner with infrastructure teams to improve platform performance and reliability.

Automation & Continuous Improvement

• Create PowerShell scripts and automated actions to remediate issues and improve operational efficiency.
• Enable self-healing and automated recovery solutions through ControlUp automation.
• Lead continuous service improvement initiatives centered on end-user experience.

Incident, Problem & Service Management

• Support Major Incident Management activities and provide technical expertise during service outages.
• Participate in Problem Management reviews and root cause analysis sessions.
• Maintain operational documentation, SOPs, and knowledge articles.
• Apply ITIL best practices for Incident, Problem, and Change Management.

Reporting & Stakeholder Communication

• Produce executive-level reports, dashboards, and trend analyses.
• Share service health metrics and improvement recommendations with leadership and customers.
• Provide ongoing updates on user experience trends, risks, and remediation efforts.

Qualifications

Required Skills & Experience

Technical Skills

• Deep expertise in 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