Client Infrastructure Analyst

Found in: Resume Library US A2 - 7 days ago

New York County New York, United States Global Technology Full time
Job Description

Working within the Global Client Infrastructure team, you will be reporting to the EUC Remote Application Manager and working in a Citrix or similar support role. A good skillset is required across Remote Desktop and Application delivery platforms, primarily Citrix Microsoft Remote Desktop Services and Azure Virtual Desktop. This role is for someone who is keen to expand their skillset outside of the Citrix product stack into the Microsoft AVD stack, with a great team's support.

You will be developing the Remote Application delivery service and strategy globally across the organization. We are looking to maintain a current Citrix SaaS solution for specific business requirements. Alongside this, we are developing our Azure Virtual Desktop infrastructure to fulfil the remaining global requirements. This platform will also be part of a migration project to migrate all centrally managed RDS solutions into the Azure Virtual Desktop.

You will be part of a global team working US hours but offering support in EMEA, AMERCIAS and APAC regions. You will need to administer services within Azure and have troubleshoot any issues raised on the supported platforms.

You will manage daily BAU across all areas of the Remote Application platforms. This will range from basic environment changes, new applications/desktops, troubleshooting user issues through to developing new environments and solutions for any requests.

You will also assist with any merger and acquisition integrations that take place and require migration of remote application/desktop services. This will involve liaising with project managers, market-level IT and potential acquisition staff to gather requirements and agree on an integration plan.

We are a global organization, so on occasions, there may be a requirement to attend meetings out of hours, depending on the business need.

You will be from a Citrix / Remote Application or Desktop technical background and have experience working within an operational Team. You will need experience working in a large enterprise environment following ITIL standards and Service Management processes.

Main responsibilities:

·       Responsible for the successful delivery of Remote Application Delivery from the Client Infrastructure Team within a Service Management framework and following the agreed standards and Service Levels

·       Responsible for managing the resolution of major incidents and any escalated issues for Remote Application Delivery

·       Responsible for contributing to the delivery of technological change across Client Infrastructure

·       To be the technical authority for Remote Application Delivery

·       Responsible for the security and monitoring of the dentsu Remote Application Delivery environment

·       Represent the Client Infrastructure team in Change Advisory Board meetings, Service Review meetings and the Architecture Review Board

·       Responsible for fostering a practice of collaboration and continuous improvement within the Client Infrastructure team

 

Main objectives:

·       To ensure the Remote Application Delivery environments are designed, implemented, and maintained to the correct architectural and technical best practice specifications

·       Be a key stakeholder in determining whether a new release, affecting service in production is ready for promotion

·       Contribute to the design and delivery of updates or solutions to the environment

·       Possess a detailed understanding of all dentsu Remote Application Delivery solutions and the associated infrastructure

·       Operate following the dentsu IT Operating Model and Values and to promote these within the Client Infrastructure Team

·       Contribute to the Client Infrastructure strategy and service/product roadmap

·       Maintain a product backlog and assist the Head of Client Infrastructure to prioritize new releases and requests to customers

·       To drive operational excellence across Client Infrastructure

Architectural and service delivery:

·       Adhere to a best practice Service Management and Architecture

·       Ensure that user experience and satisfaction is at the forefront of all activities

·       Drive customer satisfaction to over 90% and ensure SLA attainment is consistently above the minimum requirements for the Client Infrastructure

·       Keep abreast of changing trends and market developments of current and future technologies

·       Identify new technologies that can provide benefit to dentsu

Teamwork, teaching & learning support:

·       Provide technical mentoring and support for individuals within the Client Infrastructure team

 

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