The Global VNOC Analyst is a key member of Workplace Intelligence: Proactive Operations, responsible for supporting proactive monitoring across Workplace applications, services, and employee technology.

This role uses Nexthink, Datadog, and other monitoring tools to identify degradation, assess impact, coordinate response, track recovery, and improve monitoring over time. A primary focus will be supporting Workplace service monitoring in Datadog while partnering closely with engineering teams, service owners, and the global monitoring team.

KEY RESPONSIBILITES:

• Help establish and maintain VNOC monitoring processes, runbooks, escalation paths, and operational standards.
• Configure and maintain Workplace-specific Datadog dashboards, monitors, alerts, and thresholds in alignment with enterprise governance.
• Partner with service owners to onboard Workplace applications and services into Datadog and define meaningful service-health indicators.
• Use Nexthink to support proactive endpoint and employee-experience monitoring, including application health, device populations, and recurring trends.
• Correlate telemetry across Datadog, Nexthink, ServiceNow, and other tools to assess impact and route issues to the appropriate resolver team.
• Support incident triage and coordination by creating or updating ServiceNow incidents, engaging resolver teams, tracking remediation, and validating recovery.
• Review monitoring and incident trends to reduce alert noise, improve runbooks, identify recurring issues, and recommend preventative or automation opportunities.
• Serve as an L2 operational escalation point for the global monitoring team and provide clear updates to technical teams, stakeholders, and leadership.

Requirements

• 5+ years of experience in technical operations, observability, service monitoring, incident management, or a related enterprise technology environment.
• Hands-on experience with Datadog or a comparable observability platform.
• Experience with Nexthink or another Digital Employee Experience / endpoint analytics platform preferred.
• Experience with ServiceNow or another enterprise ITSM platform.
• Strong analytical and problem-solving skills with experience interpreting monitoring data, alerts, service dependencies, and technical incidents.
• Strong communication skills and experience working cross-functionally with engineering teams, service owners, and support organizations.
• Ability to support a global operational environment, including after-hours or on-call participation for significant incidents as needed.