ControlUp SME / Engineer

Job Description
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.
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
About Us
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.

Work arrangement
No