Technology Operations Lead

The Technology Operations Lead ngVDI is accountable for providing operational support of the Banks ngVDI services. The primary accountability is focused on the 24 x 7 support of deployment and operation of the Banks instance of its production and UAT ngVDI Environment. They will need to work closely with Deutsche Bank management and other production support teams to ensure that new products are fit for purpose and production ready.

Management of the key operating touch points with the end user will also be paramount and will require close collaboration and partnership with Product Managers, Project Manager and Engineering.

These touch points are defined as:
• Product Management: Owning specific products and their associated strategy within EUC technology portfolio ensuring total cost of ownership is appropriately managed
• Engineering: Development of EUC technologies in line with the Banks formal design principles and controls
• SRE: Provides the operations and maintenance for the core end user technology 24*7. Focused on delivering high levels of stability, proactive operations, and preventative measures
• Project Management: Working closely across all C&D products to plan and manage deliverable, budget, risk, implementation, and enhancements

The ideal candidate will have experience as a manager of managers and be able to lead and motivate. They will also have experience as L2/L3 Desktop Support or Desktop Engineering. They need a strong understanding of incident management, problem management, and other ITIL processes.

Your key responsibilities
• Provide Level 3 (SRE) operational support for the Banks VDI products
• Recruitment, provision and management of Level 2 and Level 3 global teams to support the Banks ngVDI 24 x 7 follow-the-sun environment
• Manage and run production environments that deliver the Banks ngVDI products
• Maintain and execute all DR activities in support of in scope products
• Partner within Monitoring & Stability, Virtual, Mobility and the other EUC functions to enhance and advocate availability and resilience of End User products. This is both to underpin the Banks delivery of core business applications and to support the Banks ability to serve our clients and to create revenue
• Apply a rigid SRE / DevOps framework to ongoing monitoring and automation of the products under support
• Runs and manages an on-call rota to cover incident management out of hours / weekend
• Management and enforcement of End User Availability Management standards
• Adheres to and promotes the Company values and ethical framework, ensuring that the team operates to the same code of conduct
• Leads an environment where people management and development are a top priority
• Empowers, manages, coaches, and mentors direct rep orts and others in the organization and holds their teams accountable for strong people management practices
• Brings diverse teams together to collaborate on topics to achieve optimal ideas and recommendations
• Acts as a role model for own team, communicating SMART business driven objectives at the beginning of the year, ensuring every team member has regular, continuous, and constructive performance reviews, nurturing talent and fostering diversity
• Proactively manages tough people decisions to ensure people performance is aligned with organization imperatives and needs. Addresses individual performance issues, where necessary, to drive for high performance
• Supports and drives the continued development of the SRE staff

Your skills and experience
• A background in SRE or DevOps in Citrix, Nutanix or similar Virtualization technology
• Experience supporting large organizations in globally diverse locations
• Knowledge and experience of supporting and administrating enterprise level Windows devices and configuration and management systems
• Experience of managing follow-the-sun level 2 and level 3 support teams
• At least five years experience scripting at an advanced level with PowerShell or Python in automating solutions to virtual and Windows desktop environments
• At least five 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 Azure automation products like Azure Open AI Integration, Power Platform, Azure Runbooks and Azure Functions
• At least two years experience managing and maintaining Citrix virtual tools like Citrix Director, Citrix DaaS and Citrix WEM/UPM
• At least two years experience writing and automating Virtualization reporting with tools like PowerBI or Tableau
• Experience with implementing or running synthetic testing in a virtual or desktop environment to eliminate manual or semi-automated health checks and post-change testing will be an advantage

Salary Range- $95,000-$120,000 a year

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