Citrix VDI Engineer

1 month ago

RegionalDeliveryCentreMalaysia, Malaysia Singtel Group Full time

The Senior Engineer specialized in Citrix VDI holds the responsibility for managing the Delivery, Operation Support, and Implementation of VDI services for SingTel's internal stakeholders and users. The main focus is on leading and delivering top-notch IT Workspace VDI services by collaborating with the IT Workspace Transformation Team and IT Workspace End-User Support Team. By applying a Service Delivery approach, the aim is to ensure steady and continuous deployment of VDI solutions and technologies to meet the strategic objectives of the Technology Infrastructure (TI). This role requires strong leadership and communication skills to set achievable goals and implement effective plans that guide the team towards success. The ability to address complex issues collaboratively is essential.

Key responsibilities include:

  • General Support related:
    • Supporting the team during L2/L3 diagnosis of technical issues.
    • Awareness of the Corporate IT structure to anticipate interrelationships within the organization.
    • Ensuring production readiness for day-to-day operations.
    • Driving technically severe incidents within their role's scope.
    • Actively engaging in understanding and implementing new technologies and trends.
    • Performing health checks and taking necessary actions.
    • Handling service requests, changes, escalated incidents, and other tasks.
    • Encouraging team collaboration, best practice sharing, and innovation.
    • Focus on automation and resource optimization for enhanced efficiency.
    • Procurement tasks such as hardware maintenance support and license management.
  • Virtual Desktop Infrastructure (VDI) (Citrix Platform):
    • Supporting escalated incidents from Level 1 support.
    • Managing tasks, alerts, and critical monitoring alerts.
    • Change management including roadmaps and execution of Requests for Change.
    • Providing end-to-end support for Citrix VDI.
    • Contributing to service improvements and problem resolution.
    • Performing maintenance tasks, environment upgrades, and user profile management.
    • Reviewing reports, vendor knowledge base articles, and policy-level changes.
    • Offering technical direction, maintaining technical documentation, and implementing best practices.
    • Focus on automation, team optimization, and risk assessment for technology changes.
    • Providing off-hours operational support and on-call availability.
  • Incident Management:
    • Collaborating with the Service Manager on incident resolution and Root Cause Analysis (RCA).
    • Ensuring priority incident resolution within targeted system restoration time.
    • Determining RCAs for at least 80% of incidents within the designated SLA timeline.

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