Specialist for Virtualized Environments

Working hours

• Specialist will team up and rotate with the existing team to support our 5 x 24 operation model, depending on the shift requirement,
  Shift 1: 08:00 - 17:00 SGT
  Shift 2: 14:00 - 23:00 SGT
  Shift 3: 23:00 - 08:00 SGT
• On call during weekends and holidays

Location

Singapore

Job Description

3rd level support for virtualized environments (based on Citrix On-Premises/Citrix Cloud and MS Azure)

• 3rd level tickets
• Vendor ticket handling with e.g., Microsoft, Citrix
• Debugging
• Setup and maintenance of Citrix / Azure infrastructure
• Continuous service and stability improvements
• Hardware support for Client Virtualization infrastructure (on-site in Singapore) in collaboration with the local Data Center team
• Accountability for monitoring and patching of infrastructure
• Automation of tasks using e.g., Ansible, AWX, Python, C#, and PowerShell
• Participation in technical team sync calls
• Architectural changes on all Citrix and Azure landscapes
• Packaging and deployment of software using PowerShell / Ansible for all landscapes
• Participation in internal customer meetings, Windows Terminal Service, Virtual Desktop Infrastructure, customer Demo and Education Cloud (virtual sales landscape used for customer demos)

Pre-requisites

• Experience Level: Level 3
• More than 6 years of Experience in IT with a minimum of 4 years in Citrix administration and 2 years in Azure administration.
• Experience in working in a large organization with globally distributed personnel, functions, and operations.
• Strong IT infrastructure knowledge (Server hardware, network, patching, authentication, policies, Windows operating systems)
• Experience 3rd level support of virtual workplace environments based on Citrix and Azure products
• Ability to think independently and find solutions to complex issues from different sources

Education

• Bachelor's Degree in Computer Science / Information Technology / Engineering
• Desirable professional education or equivalent certification (Citrix, Microsoft Server, MS Azure)

Expert Knowledge

• Citrix
• MS Azure
• Windows Operating Systems

Good knowledge

• Citrix Provisioning Services
• XenServer / VMWare
• Citrix ADC (aka NetScaler)
• Citrix StoreFront
• Citrix Cloud
• PowerShell
• Chef

Desired

• SQL
• SCOM
• SCCM
• Ansible/AWX
• Google Cloud Platform
• ITIL
• Planning
• Advanced PowerShell scripting
• HP Hardware

Hands on experience | Skillset

• Upgrading and updating Infrastructure Components
• Building and operating Citrix Environment
• Profile Management Windows Roaming Profile – Citrix UPM – MS FSLogix
• Setup and maintenance of Citrix / Azure infrastructure
• Support multi-cloud platforms
• Architectural changes on Citrix landscape
• Handling of 3rd level support (incidents and service requests)
• Vendor ticket handling with Microsoft, Citrix, HP
• Debugging with the right set of Tools
• Troubleshooting of Citrix and Azure based problems with good understanding of fundamentals
• Troubleshooting based on various monitoring tools (SCOM, Azure Insights, Uber Agent, NexThink)
• Continuous service and stability improvements
• Hardware support for Client Virtualization infrastructure (on-site in Singapore) in collaboration with the local Data Center team
• Accountability for monitoring and patching of infrastructure
• Automation of tasks using Ansible, AWX, Python, C# and PowerShell
• Handling SSL Certificates
• On-call only for weekends and public holidays
• Participation in technical team sync calls
• Participation in internal customer meetings
• Packaging and deployment of software using SCCM / PowerShell / Ansible/AWX
• Perform evaluation and testing of any new Citrix client or Windows client
• Perform periodic and emergency systems maintenance including patching.
• Coordinate with third-party suppliers and SAP internal departments on related support activities
• Coordinate with various teams for the daily operations, plan and execute scheduled activities
• Effective analysis: Ability to listen, analyze and summarize
• Ability to work in stressful situations
• Outstanding communication skills

Process expectations

• Follow agreed processes and procedures for ticket resolution
• Have a pro-active approach to identify, co-ordinate and resolve tickets
• Be a team player and interact/help team members/cross functional teams to achieve faster issue resolution
• Follow/improve SLA resolution timings
• Participate and contribute on continual service initiatives/improvements.
• Contribute to create and update the knowledge articles. Update documents and share them with the operation line manager for review and approval.
• Keep updated on new technologies and request training if needed.
• Communicate with identified users appropriately via all approved media.
• Adhere to shift timings and complete the assigned tasks
• Hand over pending issues/tasks to incoming shift with all details, as per the defined shift handover process
• Act as a backup personnel, as/when needed
• Handle Escalation Process