- 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.
- 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
Senior Engineer, Citrix VDI - Singapur, Singapore - Singtel
Description
At Singtel, we believe in the strength of a vibrant, diverse and inclusive workforce where backgrounds, perspectives and life experiences of our people help us innovate and create strong connections with our customers. We strive to ensure all our people practices are non-discriminatory and provide a fair, performance-based work culture that is diverse, inclusive and collaborative.
Join us and experience what it's like to be with an Employer of Choice*. Together, let's create a brighter digital future for all. *Awarded at the HR Fest Awards 2020.
Be a part of something BIG
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.
Make an Impact by:
Responsible for the performance, end to end support, availability and service level of the IT Workplace VDI (Citrix Platform)
General Support related:
Virtual Desktop Infrastructure (VDI) (Citrix Platform):