Citrix VDI Engineer

The Senior Engineer, Citrix VDI is responsible for overall coordination of the Delivery, Operation Support and Implementation of the VDI services to SingTel’s internal stakeholders and users.  The key focus is on leading and delivering quality IT Workspace VDI related services by working together with IT Workspace Transformation Team and IT Workspace End-User Support Team.  Applying Service Delivery approach to ensure consistent and continuous VDI solutions and technologies are successfully deployed to meet the Technology Infrastructure (TI) strategic objectives.  Possess strong leadership and communication abilities and is able to set realistic goals and implement appropriate plans to guide the team towards achieving those goals. You should be able to address multi-faceted issues effectively and in a collaborative manner.

Responsible for the performance, end to end support, availability and service level of the IT Workplace VDI (Citrix Platform)

General Support related:

• Supports his/her team during L2/L3 diagnosis when technical issues rise in his/her scope of expertise.
• Is aware of the Corporate IT structure so that he/she anticipates interrelationships within the organization.
• Guarantees the production readiness for day to day operations.
• Is available and able to drive technically 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 the operations.
• Perform health checks as defined and take respective actions.
• Responsible for service request, change, escalated incidents and other tasks.
• Facilitates collaboration and information sharing team.
• Motivates, encourage team collaboration and sharing of best practices.
• Participates to the department’s activities including brainstorming, team building and other team or transversal actions.
• Fosters innovation mindset.
• Focus on automation and optimization of resources to improve efficiency.
• Procurement – To review hardware maintenance support and procure/renew licenses in an on-going basis.

Virtual Desktop Infrastructure (VDI) (Citrix Platform):

• Support on all escalated incidents from Level 1 support.
• Tasks and alert management. Respond to critical monitoring alerts including server alerts and system outages.
• Change management – Preparation of roadmaps, execution of Request for Change.
• End to end support for Citrix, VDI.
• Service improvement contributions.
• Problem tickets task actions to identify root cause of issues.
• Assign service request and tasks in timely manner via ServiceNow ticketing tool.
• Generate internal knowledge base articles and issue resolution and maintain Level-1 troubleshooting workflows
• Perform server maintenance and operational procedures
• Manage user profiles and data
• Perform maintenance and environment upgrades
• Review periodic reports of sever health, resource usage, user experience, and overall environment performance
• Review vendor knowledge base articles and newly released updates
• Perform policy-level changes and make Active Directory updates
• Review change control requests that impact the Citrix VDI environment
• Review knowledge base articles and issue resolution scripts for accuracy, compliance, and feasibility
• Provides technical direction, supports services both proactively and reactively to maintain the availability and reliability of system infrastructure in accordance to the SLA
• Documents, reviews, maintains and shares relevant technical information to the team.
• Implements and develops improvements based on best practices.
• Focuses on automation and optimum use of the team to improve efficiency.
• Reviews technology changes to identify potential risks.
• To provide outside of working hours operation support and attend to on-call basis whenever required.

Incident Management:

• Work together with Service Manager on incident resolution and RCA.
• Priority-1 incidents within the targeted system restoration time.
• RCA (Root Cause Analysis): RCA has to be determined for at least 80% of incidents and within timeline SLA.