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