Job Description

Job Title: Production Analyst (ngVDI) Location: Jacksonville, FL salary:100K+benefits Roles & Responsibilities: The Production Analyst – ngVDI L2 Support is accountable for delivering the monitoring and operational stability of the Bank’s ngVDI services. The primary accountability is focused on the 24 x 7 level 2 support of deployment and operation of the Bank’s instance of its production ngVDI environment. This role will require close collaboration and partnership with SRE (level 3), Product Managers, Project Manager and Engineering. The ideal candidate will have experience as an L2 Windows Desktop Support or Windows Desktop Engineer or will have spent a couple of years on a service desk focused on Windows support and will have spent the last couple of years focused on Virtualization Technologies. They need a good understanding of incident management, problem management, and other ITIL processes. Your key responsibilities

• Provide Level 2 (M&S) operational support for the Bank’s VDI products and services.
• Monitor the production environments that deliver the Bank’s ngVDI products and services
• Triage and resolve incidents based on work instructions and knowledge articles, to SLA
• Escalate incidents following appropriate processes
• Available for an on-call rota to cover incident management out of hours / weekend
• Partner within SRE, Virtual, Mobility and the other EUC functions to enhance and advocate availability and resilience of End User products. This is both to underpin the Bank’s delivery of core business applications and to support the Bank’s ability to serve our clients and to create revenue
• Fulfil service requests related to ngVDI in a timely manner and within SLA
• Adheres to and promotes the Company values and ethical framework

• A background in Service Desk or Desktop Support
• Experience supporting large organizations in globally diverse locations
• Knowledge of supporting and administrating enterprise level Windows devices and configuration and management systems
• Preferably at least one years’ experience scripting with PowerShell
• At least three years’ experience with setting up the monitoring of Windows desktop or virtual environments and implementing hands-free healing based on events with tools like: Systrack, New Relic and Citrix Analytics
• At least two years’ experience setting up, configuring and implementing Virtualization products
• At least two years’ experience managing and maintaining Citrix virtual tools like Citrix Director, Citrix DaaS and Citrix WEM/UPM
• Knowledge of reporting tools like PowerBI Tata Consultancy Services

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