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Senior Technical Specialist (Citrix and VDI Engineer)

Job Category:

Information Tech

Job Level:

Professional

Open Date:

21-Nov-2020

Location:

QUEZON CITY

Close date:

21-Dec-2020

Client Industry:

INSURANCE

Job Description and Qualification:

Qualifications:

  • At least 5+ years practical experience and understanding in running/supporting complex Citrix, VDI, Cloud and IT infrastructures.
  • Working experience in a Global environment.
  • Strong background on Supporting Citrix, Xendesktop, VDI and Azure. As well as strong background on Windows 10 migrations in VDI.
  • Knowledgeable in using Enterprise Monitoring tools such as Atternity, Citrix Studio and Citrix Director.
  • Practical experience and advance understanding in using TCP/IP, DNS, DHCP, proxies, firewalls.
  • Customer Centric attitude as this requirement is customer/user facing.
  • Good Communication skills that can converse with different cultural diversity.
  • Flexibility in schedule. While this work is primarily on a morning shift, expect that there would be rotational on-call schedule due to business needs.  

Nice to have:

  • Preferably with good understanding of ITIL.
  • Intermediate knowledge on Powershell Scripting and other automation tools is an advantage

On the job you will: 

  • Improve VDI infrastructure and processes for higher levels of availability and scalability.
  • Escalate to the relevant team as required, promptly following procedures and ensuring management is updated accordingly. As well as escalate unresolved issues to other pre-identified support groups and vendors
  • Ensure the Client and delivery team is always up to date on incident progress.
  • Raise Change Requests in a timely manner and attend Change Review Meetings as required.
  • Provide detailed feedback to team members on all the incident resolutions, ensuring full details are documented.
  • Daily review and action of open cases; updating Operations Management on current cases and their status as appropriate.
  • Regularly check for new issues/incidents raised by VDI ASIA Users.
  • Generate and analyze trending reports, recurring incidents, root-cause analyses and opportunities for systemic improvements to service results and periodic SLA reports/ scorecards. Analyze, track and monitor all escalated issues, act as a resolution owner and ensure that issues are properly resolved.
  • Provide support to Critical and Major Incidents that may constitute to a possible miss in SLA.
  • Own Critical/Major Incidents, Resolution and Escalated Incidents until closure.
  • Assist in Business Continuity Planning and Disaster Recovery simulation activities
  • Support migration and testing projects. Provide assistance in pre, mid, and post go-live activities.

Salary:

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