Appealing Points
- Regional ownership of detection and analysis, acting as the key escalation point for Service Desk and Workplace Technology Engineering
- Hands-on use of Nexthink Finder, device timelines, and behavioral trend analysis for root cause investigation
- High-visibility role driving proactive remediation, regional health reporting, and global digital experience trend analysis
Annual Salary - ¥7,000,000 and above
Job Description
The Monitoring Lead is the regional owner of detection and analysis, and the point of contact when something in the environment starts to move in the wrong direction.
Job Responsibilities
- Monitor Nexthink dashboards, alerts, and campaigns throughout the regional shift
- Identify early-warning signals across CPU, memory, disk, application crashes, and boot time
- Perform root cause analysis using Nexthink Finder, device timelines, and behavioral trend analysis
- Trigger proactive remediation through automation, targeted user action, or evidence-based escalation
- Act as the regional escalation point for the Service Desk and WT Engineering
- Own regional experience health reports and trend analysis
- Provide continuous, proactive monitoring of the enterprise desktop environment (desktops, laptops, and virtual desktop infrastructure) as part of a follow-the-sun model
- Detect anomalies through trend, threshold, and behavioral change analysis before users are impacted
- Validate alerts, assess business impact, and select the correct intervention — targeted user campaign, self-healing action, or engineering escalation
- Deep dive into discovered issues rather than closing them at the symptom, documenting root cause and supporting evidence
- Identify trends, recurring issues, and systemic weaknesses in the desktop estate and raise them with the appropriate owners
- Produce standardized handoff notes before every regional shift transition
- Record and document outcomes so events feed trend tracking and future learnings
- Partner with Service Desk, Workplace Technology Engineering, Incident Management and Resolution, Change Management, and Production Assurance on triage, data-backed fixes, outage resolution, and real-time change impact analysis
- Own regional and global reporting, including the monthly executive review of top experience degradations and actions taken
- Contribute to the weekly global digital experience sync covering trends, emerging risks, and automation wins
Required Qualifications
- Bachelor's degree and/or 5+ years of experience in end-user computing, desktop engineering, or technology operations
- Hands-on experience with digital experience monitoring platforms
- Curious, self-directed, self-motivated, and highly reliable; able to apply creative thinking, perseverance, patience, and a willingness to ask questions to solve unique and complex issues
- Strong analytical skills, with the ability to work across large data sets and recognize patterns not yet obvious
- Maturity to execute job functions with minimal guidance and judgment to know when to escalate
- Very strong verbal and written English communication skills, including the ability to translate complex technical problems for senior stakeholders
- Comfortable working as part of a global team and independently, across time zones and regional handoffs
- Nexthink — Finder, Portal, Act, remote actions, and campaigns
- Windows Desktop (Windows 10/11) troubleshooting and administration
- macOS endpoint support
- Virtual desktop infrastructure (VDI)
- Active Directory
- PowerShell scripting
- Query construction and data analysis for reporting and investigation
- Sysinternals tools
- Enterprise operations tooling such as Splunk, Wireshark, or ExtraHop
- Reporting and visualization tools for executive and stakeholder dashboards
Preferred Qualifications
- Direct Nexthink experience strongly preferred
- Experience in a fast-paced financial services or comparable enterprise environment preferred
- Python or an equivalent scripting language an advantage
Required languages: Business level English required, Japanese – Preferred.
About Company:
This company has been certified as the “best employer” in 2020 by the “Top Employers Institute” which recognizes outstanding employers.
A global leader in consulting, technology, outsourcing, and next-generation services. With approximately 180,000 employees worldwide, the company helps clients in more than 50 countries stay ahead of the competition. Through the co-creation of innovative solutions, they help companies transform and thrive in an ever-changing world
[Measures against passive smoking]
No smoking indoors allowed
. Skillset Required: Nexthink, Digital experience monitoring, Data analysis, Windows Desktop (Windows 10/11) troubleshooting, Windows administration, macOS endpoint support, Virtual desktop infrastructure, VDI, Active Directory, PowerShell scripting, Query construction, Reporting, Visualization tools, Sysinternals tools, Splunk, Wireshark, ExtraHop, Python, Scripting, Cross-functional communication, Analytical skills, Verbal communication, Written communication, Global team collaboration
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