Cloud Operations Administrator

Project Role : Cloud Operations Administrator
Project Role Description : Work with the Service Delivery Manager to perform capacity management, billing/show back operations, and cost optimization activities across multiple cloud environments.
Must have skills : Data Analysis & Interpretation
Good to have skills : NA
Minimum 5 year(s) of experience is required
Educational Qualification : 15 years full time education

Summary:
We are seeking a Nexthink Team Lead to oversee Digital Experience Monitoring operations. This role is responsible for leading analysts, driving proactive monitoring strategy, ensuring SLA adherence, and aligning Nexthink capabilities with ITIL service management processes.

Key Responsibilities:
1. Team & Operational Leadership
Lead and mentor Nexthink Analysts and Senior Analysts.
Manage workload distribution and SLA adherence.
Conduct performance reviews and skill development.
2. ITIL Process Governance
Own Incident, Problem, and Change governance for DEM.
Drive RCA reviews and eliminate recurring issues.
Review and approve automation scripts before CAB submission.
3. Experience Optimization Strategy
Define proactive monitoring framework.
Drive automation and self-healing initiatives.
Collaborate with Endpoint, Network, and Security teams.
4. Reporting & Stakeholder Management
Present dashboards and KPIs in service review meetings.
Track Experience Score improvements and automation coverage.
Provide executive summaries and improvement plans.

Required Skills & Qualifications:
7–10 years in EUC/Endpoint/DEM operations.
2+ years of leadership experience.
Advanced Nexthink platform expertise.
Strong knowledge of ITIL Service Management.
Automation and scripting expertise.

Preferred Qualifications:
ITIL Managing Professional or Intermediate.
Nexthink Advanced Certification.
Microsoft Endpoint / Intune Associate or Expert.
PMP / Prince2 certification (optional).