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