Citrix and VDI Engineer
The customer is the focus of everything we do, and millions of end users rely on our products daily. We believe in the value of empowering the Citrix and VDI Engineer with the resources to solve critical problems for the future of our business, which is why we need you.
Manulife’s ETS End User Group is seeking for an individual who will be the subject matter expert on Citrix and VDI related concerns supporting Japan and other Asian countries.
What motivates you?
You obsess about customers, listen, engage and act for their benefit
You think big, with curiosity to discover ways to use your agile mindset and enable business outcomes
You thrive in teams, and enjoy getting things done together
You take ownership and build solutions, focusing on what matters
You do what is right, work with integrity and speak up
You share your humanity, helping us build a diverse and inclusive work environment for everyone
We are looking for someone with :
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.
Our commitment to you
Our mission; to be a part of making Decisions Easier and Lives Better
A leadership team dedicated to your growth and success
A bold ambition and set of goals to be a leader in driving transformation in our industry
Our best. Every day.