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.
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
Working hours will primarily match Europe business hours
On-call support will be expected on a rotational basis
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 / 6.5,7.x Xendesktop 4 / 5.5,7.x 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 can be discussed upon profile.