ControlUp SME / Engineer

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.

Key Responsibilities

ControlUp Administration & Monitoring

• Manage and maintain the ControlUp monitoring platform across enterprise environments.
• Develop dashboards, alerts, reports, and monitoring policies for proactive issue identification.
• Monitor end-user experience metrics and analyze performance trends.
• Configure and optimize ControlUp Real-Time DX, Insights, and automation capabilities.

Performance Analysis & Troubleshooting

• Investigate and resolve user experience, application, desktop, and VDI performance issues.
• Perform root cause analysis (RCA) for recurring incidents and service degradations.
• Analyze resource utilization, log data, and performance metrics to identify bottlenecks.
• Recommend and implement corrective and preventive measures.

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.
• Collaborate with infrastructure teams to improve platform performance and reliability.

Automation & Continuous Improvement

• Develop PowerShell scripts and automated actions for issue remediation and operational efficiency.
• Implement self-healing and automated recovery solutions using ControlUp automation.
• Drive continuous service improvement initiatives focused 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.
• Follow ITIL best practices for Incident, Problem, and Change Management.

Reporting & Stakeholder Communication

• Create executive-level reports, dashboards, and trend analyses.
• Present service health metrics and improvement recommendations to leadership and customers.
• Provide regular updates on user experience trends, risks, and remediation activities.

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