Job description
Job summary
He / She will be a technical RUN expert for all Citrix-VDI services.
As such, he / she will provide support and act as the last level of escalation point for all production support activities within the Citrix-VDI team in Singapore.
He / She is accountable for the overall health and stability of the technical solutions within his scope.
He / She has to effectively work with technical peers such as architects, peer experts and project teams on technology road maps and projects.
He / She will have control over the scope of technical activities, develop best practices, manage knowledge and ensure the necessary trainings are imparted to the team wherever applicable.
The 13-member Citrix-VDI team operates the RUN activities and delivers projects for its infrastructure scope covering.
Activities
Job detailed description
An Expert has a wide spectrum of responsibilities and actions.
As an expert of his / her team, he / she:
• assigns technical tasks and manages delegation for technical issues,
• animates the team to encourage collaboration and sharing of best practices,
• has a role in supporting technical skills development and provides training when required
• supports new technologies and leverages them to provide consistency of service across streams
• manages service improvements for all Citrix and VDI services supported throughout the organization
• documents, reviews, maintains and shares relevant technical information to the team
• provides technical direction, supports services both proactively and reactively to maintain the availability and reliability of system infrastructure in accordance to the SLA,
• implements and develops improvements based on best practices,
• focuses on automation and optimum use of the team to improve efficiency,
• drives and delivers root cause for any high severity issue,
• reviews technology changes to identify potential risks,
• is responsible for problem management and resolution
As an experienced professional in Citrix- VDI Services, he / she:
• supports his / her team during diagnosis when technical issues rise in his / her scope of expertise,
• is aware of the global IT structure so that he / she anticipates interrelationships within the organization,
• engages with technical peer, Service managers, Architect and project teams on technology roadmap and projects,
• facilitates transformation projects and suggest future directions for new areas of improvement and change,
• manage L3 activities which involve direct relationships with end users and L3 activities like architecture, design, project management, etc.
• guarantees the production readiness and license to operate of new projects and solutions
• is available and able to drive technically, any complex or high severity incidents that occur within the scope of their role
• actively engages to understand new technologies and technology trends and reviews them with a view to incorporating them into operations
• actively assists in identifying the most technical skilled candidates for open roles
• define the technical skillset required to support technologies.
As the escalation point of contact for Clients, he / she:
• manages the daily relationship with Clients including planning, requests clarification, risks mitigation and service quality
• technically coach and develop partner resources to improve productivity
• have to maintain a smooth relationship with partners, vendors and global clients / teams
As a member, he / she:
• facilitates collaboration and spread of information from and to the team,
• participates to the department's activities including brainstorming, team building and other team or transversal actions,
• innovation mindset fosters,
• focus on automation and optimum use of the team to improve efficiency
Job specific environment and / or organization
• English language
• Working hours will primarily match Europe business hours
• On-call support will be expected on a rotational basis
Required profile
Candidate profile
Mandatory track record
• Minimum 8 ~ 10 years of experience in managing an Enterprise Citrix environment, preferably in financial sector.
• Microsoft and Citrix certification such as MSCE and CCEE is preferred.
• Strong experience with Xenapp 6 / Xendesktop 4 / in a Windows 2003/2008/2012 environment and latest versions of the product.
• Experience with Provisioning Services on Windows 2012, Hyper-V and NetScaler.
• In-depth working knowledge of the Windows environment with at least 3 ~ 5 years of Windows administration experience and a strong understanding of network concepts.
• In-depth working knowledge of Altiris deployment tools, Appsense and Visual Basic, Powershell scripting.
• Prior working experience with Virtualization, VDI management, App-V and application packaging will be highly advantageous.
• Must be able to perform in 24 x 7 environment and to attend to on-call basis whenever required
• Customer service oriented, able to work in a dynamic and fast paced environment
• Excellent communication, interpersonal and troubleshooting skills
• Must be self-motivated and directed and demonstrate a keen attention to detail and possess the ability to work autonomously
• French language proficiency would be seen as an advantage
Salary
Salary can be discussed upon profile.
Required Skill Profession
Engineers