Job DescriptionThe Impact you will have in this role:The
Lead Infrastructure Services Engineer is a senior technical role responsible for supporting the modernization, stability, and performance of the enterprise
Digital Workplace virtual infrastructure. This position plays a critical role in operationalizing and optimizing end-user computing (EUC) platforms toward
Microsoft Azure-based services, including
Azure Virtual Desktop (AVD) and
Windows 365, while ensuring a secure, resilient, and high-quality user experience.
The role operates at the highest technical level, providing
third-level engineering support for virtual desktops and serving as a technical authority across the full lifecycle of platform design, implementation, optimization, and operational support. The engineer works in close partnership with DWS architecture and key stakeholders to deliver and operationalize cloud-aligned solutions that drive Digital Workplace Service modernization outcomes.
Your Primary Responsibilities: - Serves as a third level technical support Engineer for day-to-day activities, analysis, troubleshooting and is responsible for the integrity and reliability of the VDI environments.
- Serves as a subject matter expert in Microsoft Azure Services, Windows 365, Azure Virtual Desktop (AVD) and Microsoft Entra.
- Responsible for supporting the implementation of new systems, upgrades, and modifications. Will also participate in planning, testing, coordinating, and scheduling. Will ensure that change management and defined security procedures for all assigned systems are executed in accordance with client policies and procedures.
- Minimizes client service interruptions through early identification and resolution of problems. Analyzes monitoring and maintenance data and implements changes as required to achieve optimum performance. Makes and implements recommendations for resources required to maintain and/or expand service levels.
- Leverages automation and scripting to standardize, accelerate, and scale operational workflows across the Digital Workplace virtual infrastructure, supporting both new implementations and repetitive support tasks.
- Deploy, Configure, and Maintain iGel OS platform and support endpoint management with automated processes for installation of updates and configuration.
- Performs routine system analysis, develops reporting metrics, performs proactive and predictive analysis, documentation, testing, implementation, and on-going support. Responsible for problem management activities, providing tier-three support for incident and problem resolution.
- Extensive interfacing, collaboration, and coordination of efforts with vendors and other departments in the company
- Provides training to Help Desk team members, Operations staff and Level 1-2 Engineers, as needed
- Must be flexible and be available to provide off-hours support when required and be a part of a 24/7 On-Call rotation
- Aligns risk and control processes into day to day responsibilities to monitor and mitigate risk; escalates appropriately
Qualifications: - Minimum of 6 years of related experience
- Bachelor's degree preferred or equivalent experience
Talents Needed for Success: - Minimum of 5 years' experience in Desktop and Remote Access Technologies including VDI and Citrix Cloud
- Subject Matter Expert with 5+ years of experience in the following Citrix technologies: CVAD (Citrix Virtual Applications and Desktops), NetScaler, Provisioning Services, Machine Creation Services, Cloud Services and Storefront servers.
- 5 + Years' experience with Microsoft Windows Server and Workstation technologies
- Strong knowledge of Microsoft Azure Cloud Services, Infrastructure services such as Networking, Print and File Services, Storage Services, Security Services and Active Directory Policy management.
- Microsoft Azure services (design/implementation/optimization/troubleshooting)
- Azure Virtual Desktop (AVD) (host pools, images, scaling, FSLogix, monitoring, performance)
- Windows 365 and Azure Virtual Desktop (AVD) (use cases, integration, connectivity, support model)
- Networking for cloud/VDI (VNets, DNS, NSGs, firewall/proxy, latency/bandwidth)
- Microsoft Entra (Entra ID) (Conditional Access, MFA, governance, integration for virtual desktops)
- Strong knowledge of IGEL platform:
- OS Base Build & Configuration
- Authorization & Authentication
- Support and Management of the endpoint devices including maintenance
- Knowledge of SysTrack monitoring tools, Microsoft SQL Server, and IIS.
- Strong background in Ivanti formerly known as AppSense Management Suite and Storage Area Networks
- Knowledge of PowerShell scripting
- Strong project management and leadership skills
- Self-starter, independent worker, and team player
- Good written and verbal communication skills
- Working knowledge of the ITIL framework
- Knowledge and expertise in disaster recovery procedures
The salary range is indicative for roles at the same level within DTCC across all US locations. Actual salary is determined based on the role, location, individual experience, skills, and other considerations.
