Job Code: SG204
Citrix Support

Experience : 4-8

Location : Singapore

A3 VDI Workspace is a service within the Bank providing an end user workspace platform based on leading edge Virtual Desktop infrastructure (VDI). The Infrastructure is deployed across regional data centres to provide global coverage across all banks locations. User access is supported from thin clients and BYOD devices both inside and outside of banks locations globally. A3 L2 VDI Workspace support is provided on a 24 x 7 (3 shift) basis from Singapore. The team is engaged by the customers thru the Hotline, Web and Internal Production chat channels

The role is to work within this unique Level 2 support team with the following responsibilities:
  • Management and resolution of end user incidents escalated directly by the customer and/or from the L1 Support
  •  Management and escalation of infrastructure events/alerts to respective teams including the Level 3 VDI Workspace team.
  • Major incident management following the standard banks process.
  •  Infrastructure health monitoring via monitoring and management systems.
  • Daily reporting to Global Level 2 & VDI Workspace team of the infrastructure health / events.
  • Identification and specification of problems, reporting these to problem management team.
  • Problem analysis and resolution.
  • Knowledge article creation working with problem management team.
  • Follow UBS standards and procedures including security and change control.
  • Collaboration with Level 3 VDI Workspace team on problem management, escalation and major incidents.
  • Reviewing new run books for Level 2 provided via Level 3 VDI Workspace team.
  • Operate in shifts including night shifts (on rotational basis)
The ideal candidate should have excellent client liaison, documentation and technical skills and is capable of working in a global environment across multiple time zones:
 Minimum 5 years of experience supporting Windows desktop in a VDI environment.
• Clear understanding of ITIL processes and procedures.
• Minimum 5 years ITSM experience, ideally with ServiceNow.
• Exposure to and understanding of Citrix Xendesktop 7.6xincluding Citrix Director, Citrix PVS & Citrix Storefront.
• Experience of supporting and troubleshooting Citrix Receiver, leveraging Citrix Director to address any BYOD issues.
• Experience with AppSense for profile management. (optional)
• Understanding of Windows SCCM, FIM and Windows App-V.
• Clear understanding and exposure to VMware vSphere virtualization with enterprise storage (vCentre, VUM, SSO, ESXi)
• Experience using VMware vROPS.
• Use of Lakeside Systrack dashboards. (optional)
• Clear technical understanding of Windows Server infrastructure and Active Directory.
• Experience with HP Server On-board Administrator and Integrated Lights-Out (iLO).
• Experience with Dell's Chassis Management Controller (CMC) and Integrated Dell Remote Access Controller (iDRAC)
• Basic knowledge of PowerShell scripting. (Optional)
• Good command of the English language, verbally and written

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