Department Overview
ISAP IT Production Centre is an offshore delivery center managing IT Operations (RUN) for Paris, London and Asia. With over 250 people, it constitutes one of two main hubs for CA-CIB IT production teams. This setup is operated in partnership with a Service Provider, who provides most resources on site.
ISAP IT Production Centre is split in 4 departments covering the following aspects:

• INFRA: core infrastructure- systems and network services

• APS: application technical support

• Middleware: Data services and Middleware services

• End-user & Transverse: End-user Services and Transversal activities, including Control Tower, Global Operations Center and Data Security Services.
  

Position
He/She will be a technical RUN L2 Citrix VDI engineer for all Citrix-VDI services in CA-CIB. As such, he/she will provide support and act as the L2 engineer for all production support activities within the Citrix-VDI team in Singapore. He/She is accountable for the overall health and stability of the technical enviornemnt within his/her scope. He/She has to effectively work with technical peers such as L1 & L3 engineers, experts and project teams on day today activities and projects. He/She will have control over the scope of technical activities, develop best practices, manage knowledge.
The 14-member Citrix-VDI/App Packaging/Workstations-Asia team operates the RUN activities and delivers projects for its infrastructure scope covering.


Responsibilities


As a Citrix-VDI L2 Engineer of his/her team, he/she:

• Support on all escalated incidents from L1
• Tasks and alert management
• Change management – Preparation of roadmaps, execution of RFC
• End to end support for Citrix, VDI – Paris and UK
• Service improvement contributions.
• Problem tickets task actions
• Assign incidents and tasks in timely manner via ticketing tool.
• Animates the team to encourage collaboration and sharing of best practices.
• Has a role in supporting technical skills development and provides training when required.
• Documents, reviews, maintains and shares relevant technical information to the team
• Provides technical direction, supports services both proactively and reactively to maintain the availability and reliability of system infrastructure in accordance to the SLA
• Implements and develops improvements based on LEAN-CA-CIB best practices,
• Focuses on automation and optimum use of the team to improve efficiency.
• Reviews technology changes to identify potential risks

As an experienced professional in Citrix- VDI Services, he/she:

• supports his/her team during diagnosis when technical issues rise in his/her scope of expertise,
• is aware of the global 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 CACIB operations.
• Perform health checks as defined and take respective actions.
• Responsible for service request, change, escalated incidents and other tasks
• maintain programmable code outlined in technical instructions and specifications for operating systems.

As a member of ISAP/ITS, he/she:

• facilitates collaboration and spread of information from and to the team,
• participates to the department’s activities including brainstorming, team building and other team or transversal actions,
• fosters innovation mindset,
• contributes to ISAP/ITS global branding and communication
focus on automation and optimum use of the team to improve efficiency

Qualifications and Profile

• Minimum 3~10 years of experience in managing an Enterprise Citrix environment, preferably in financial sector.
• Microsoft and Citrix certification such as MSCA and CCA is preferred.
• Strong experience with CVAD 7.x, PVS, Windows 2016 environment and latest versions of the product.
• Experience with Provisioning Services on Windows 2016, Hyper-V and Net Scaler/ADC
• In-depth working knowledge of the Windows environment with at least 3~5 years of Windows administration experience and a strong understanding of network concepts.
• In-depth working knowledge of Altiris deployment tools, Appsense/Ivanti and Visual Basic, Powershell scripting.
• Prior working experience with Virtualization, VDI management and application packaging will be highly advantageous.
• Must be able to perform in 24 x 7 environment and to attend to on-call basis whenever required.
• Customer service oriented, able to work in a dynamic and fast paced environment.
• Excellent communication, interpersonal and troubleshooting skills.
Must be self-motivated and directed and demonstrate a keen attention to detail and possess the ability to work autonomously.

Work Schedule

• Required to work on Paris and/or New York and/or Asia time zone*, i.e. 2pm to 11pm/4pm to 1am (summer season) or 3pm to 12am/ 5pm to 2am (winter season), or in accordance to the planned time schedule as required. If necessary, you may also be required to start work earlier or to extend working hours.
May be required to be available for on-call support during non-business hours and/or on weekends. Allowance is claimable for such hours.

Education Requirements
At least a Bachelor’s degree in any of these faculties:

• Computer Science

• Information Technology

• Programming & Systems Analysis

• Science (Computer Studies)