Operations Engineer

Project Role : Operations Engineer
Project Role Description : Support the operations and/or manage delivery for production systems and services based on operational requirements and service agreement.
Must have skills : NEXThink
Good to have skills : NA
Minimum 5 year(s) of experience is required
Educational Qualification : 15 years full time education

Job Summary:

We are seeking an experienced Nexthink SME to lead the implementation, administration, optimization, and governance of the Nexthink Digital Employee Experience (DEX) platform. The candidate will act as a trusted advisor for endpoint visibility, proactive issue remediation, user experience monitoring, and analytics-driven decision-making. The role requires collaboration with IT Operations, Workplace Services, Infrastructure, Security, and Business stakeholders to improve employee digital experience and operational efficiency.
Key Responsibilities
Platform Management & Administration
Manage and maintain the Nexthink platform, including Collectors, Engines, Portals, Remote Actions, and Campaigns.
Ensure platform health, performance, scalability, and availability.
Configure and optimize Nexthink dashboards, investigations, and monitoring capabilities.
Perform platform upgrades, patching, and lifecycle management activities.
Monitoring & Analytics
Develop proactive monitoring solutions for endpoints, applications, and user experience.
Create customized dashboards and reports for operational and executive stakeholders.
Analyze endpoint performance, application health, and user sentiment data.
Identify trends and provide actionable recommendations to improve DEX metrics.
Automation & Remediation
Design and implement Nexthink Remote Actions for automated issue resolution.
Develop self-healing and proactive remediation solutions.
Automate recurring operational tasks to increase efficiency and reduce support tickets.
Incident & Problem Management
Support Major Incident and Problem Management activities.
Perform root cause analysis using Nexthink investigations and telemetry.
Collaborate with support teams to reduce recurring endpoint and application issues.
Stakeholder Engagement
Partner with Infrastructure, Workplace, Security, and Service Desk teams.
Present insights and recommendations to leadership and business stakeholders.
Provide guidance on Nexthink best practices and governance standards.
Governance & Compliance
Ensure compliance with organizational security and privacy standards.
Maintain platform documentation, SOPs, knowledge articles, and operational runbooks.
Define monitoring standards and DEX KPIs.
Required Skills
Technical Skills
Strong hands-on experience with Nexthink Platform Administration.
Experience with Nexthink Investigations, Campaigns, and Remote Actions.
Knowledge of Digital Employee Experience (DEX) methodologies.
Endpoint management knowledge including Windows 10/11 and Microsoft Endpoint Manager (Intune).
Understanding of application performance monitoring and endpoint telemetry.
Experience with PowerShell scripting and automation.
Knowledge of ITSM processes (Incident, Problem, Change Management).
Analytical Skills
Strong troubleshooting and root-cause analysis skills.
Ability to translate technical findings into business insights.
Experience creating executive dashboards and operational reports.
Preferred Skills
Experience integrating Nexthink with ServiceNow, Microsoft Intune, SCCM, Azure, or other enterprise tools.
Knowledge of IT Operations, Workplace Services, and EUC environments.
Experience working in large-scale enterprise environments.
Familiarity with ITIL framework and best practices.
Qualifications
Bachelor's degree in Computer Science, Information Technology, or related field.
6–10+ years of overall IT experience.
3–5+ years of hands-on experience with Nexthink administration and engineering.
Relevant Nexthink certifications preferred.
Soft Skills
Excellent communication and stakeholder management skills.
Strong presentation and documentation capabilities.
Ability to work independently and lead technical discussions.
Problem-solving mindset with a proactive approach.
Key Competencies
Nexthink Platform Expertise
Digital Employee Experience (DEX)
Endpoint Analytics
Automation & Remote Actions
Root Cause Analysis
IT Operations Excellence
Stakeholder Management
Solution Design & Governance

Summary:
As an Operations Engineer, a typical day involves overseeing the smooth functioning of production systems and services, ensuring they meet operational requirements and service agreements. This role requires continuous monitoring, managing delivery processes, and addressing any issues that arise to maintain system reliability and performance. The position demands coordination with various teams to uphold service standards and support operational excellence throughout the day.

Roles & Responsibilities:
- Expected to be an SME, collaborate and manage the team to perform.
- Responsible for team decisions.
- Engage with multiple teams and contribute on key decisions.
- Provide solutions to problems for their immediate team and across multiple teams.
- Lead efforts to optimize operational workflows and improve service delivery efficiency.
- Facilitate communication between stakeholders to ensure alignment on operational goals.
- Mentor junior team members to support their professional growth and development.

Professional & Technical Skills:
- Must To Have Skills: Proficiency in NEXThink.
- Strong troubleshooting and problem-solving abilities related to production system operations.
- Experience in monitoring and managing service delivery in a production environment.
- Ability to coordinate with cross-functional teams to resolve operational challenges.
- Familiarity with incident management and escalation processes.
- Excellent communication skills to effectively collaborate with diverse teams.

Additional Information:
- The candidate should have minimum 5 years of experience in NEXThink.
- This position is based at our PDC3C - SEZ office.
- A 15 years full time education is required.