Production Analyst (ngVDI)
Jacksonville, FL
Full Time
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
Your skills and experience
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
Diverse Lynx LLC is an Equal Employment Opportunity employer. All qualified applicants will receive due consideration for employment without any discrimination. All applicants will be evaluated solely on the basis of their ability, competence and their proven capability to perform the functions outlined in the corresponding role. We promote and support a diverse workforce across all levels in the company.