ControlUp SME / Engineer

Responsibilities

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.

 

Qualifications

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

 

At Zensar, we’re “experience-led everything”. We are committed to conceptualizing, designing, engineering, marketing, and managing digital solutions and experiences for over 130 leading enterprises. We are a company driven by a bold purpose: Together, we shape experiences for better futures. Whether for our clients, our people, or the world around us, this belief powers everything we do. At the heart of our culture is ONE with Client - a set of four core values that reflect who we are and how we work: One Zensar, Nurturing, Empowering, and Client Focus.

Part of the $4.8 billion RPG Group, we’re a community of 10,000+ innovators across 30+ global locations, including Milpitas, Seattle, Princeton, Cape Town, London, Zurich, Singapore, and Mexico City. Explore Life at Zensar and join us to Grow. Own. Achieve. Learn. to be the best version of yourself.

We believe the best work happens when individuality is celebrated, growth is encouraged, and well-being is prioritized. We are an equal employment opportunity (EEO) and affirmative action employer, committed to creating an inclusive workplace. All qualified applicants will be considered without regard to race, creed, color, ancestry, religion, sex, national origin, citizenship, age, sexual orientation, gender identity, disability, marital status, family medical leave status, or protected veteran status.