Manage and optimize large-scale Citrix, VDI, cloud, VMware, and OpenShift environments. Administer virtual desktops, servers, images, profiles, provisioning, monitoring, and end-user experience. Develop PowerShell and Python automation, integrate Microsoft Copilot and LLM workflows, and implement self-healing operational processes. Support ITSM incident, problem, and change management while collaborating with support, project, and engineering teams across a global environment.
Work Location: 3 days Hybrid (Sheffield office)
Country: UK
Job Description
We are seeking a highly talented and motivated Virtual
Technology Subject Matter Expert (SME) to join our global Endpoint
Operations team responsible for managing over 170,000 user virtual machines and
over 4,000 servers across five continents and all time zones. This role
combines technical expertise with soft skills to ensure the smooth operation,
optimization, and development of our virtualization environments. As part of
the team, you will need to collaborate with cross-functional Pods, such as
Support, Project and Engineering Team, play a key role in driving innovation
and excellence in our virtualization infrastructure.
Key Responsibilities
Citrix & VDI Operations
- Maintain
and optimize enterprise Citrix Virtual Apps and Desktops (CVAD/DaaS),
NetScaler/ADC, and core hypervisor/cloud environments.
- Citrix/VDI/Cloud
PC administration, including planning, provisioning, migration, and users
support.
- Support
and maintain OpenShift/VMWare based virtual machine workloads, ensuring
scalability and resilience.
Proactive Monitoring & End User Experience
- Proactively
monitor end-user experience (DEX), session latency, and logon performance
using analytics tools and automated remediation scripts.
- Manage
image updates, VDA provisioning (MCS/PVS), profile management, and
zero-day vulnerability mitigations.
AI-Driven Infrastructure Automation
- Implement
and customize Microsoft Copilot and LLM assisted workflows to automate
routine Citrix & VDI operational tasks, ticket triage, and incident
resolution.
- Build
prompt libraries, automated diagnostics, and agentic workflows to
streamline system health checks, log analysis, and root-cause
investigations.
Process & Efficiency Engineering
- Identify
repetitive operational bottlenecks across Level 2/3 virtualization support
and develop self-healing automations via PowerShell, or Python, and
Copilot integrations.
- Create
smart documentation, automated handover summaries, and SOPs using AI
productivity tools.
Scripting, ITSM & Cross Functional Delivery
- Develop
and maintain scripts/tools (e.g., PowerShell, Python) to streamline
operations and reduce manual effort, leveraging DevOps practices and tools
(Ansible, Jenkins, Git)
- Align
operations with ITSM practices, including incident, problem, and change
management.
- Partner
with cross-functional teams (support, project, engineering etc.) to
deliver integrated solutions.
- Fulfillment
and operation activities for all infrastructure components supporting our
desktop virtualization service across the CLIENT group.
Skills / Experience
- At
least 5 – 7 years of experience in the Desktop Virtualization, with solid
Citrix XenApp, NetScaler, Azure W365, VMWare administration experience.
- Knowledge
of technical components of the VMWare/OpenShift Hypervisor, vCenter,
Windows Servers 2016/2019, TCP/IP networking, and VPN gateway.
- Scripting
and automation experiences, with proficiency in the use of PowerShell
scripting, Jenkins, and Ansible.
- Experience
of associated technology areas: AI, Active Directory, Microsoft Intune, ,
MECM, MS Office, Java, Browsers, Identity and Access Management tooling.
- Knowledge
and experience of using Agile delivery methods and tools to implement both
tactical and strategic changes is a plus.
- Interpersonal
skills – demonstrate good judgement and a good level of communication.
Ability to articulate complex technical issues concisely.
- Work
independently and under high pressure, including but not limited to
meeting tight deadline, work in odd hours and holiday.
- Experience
working in large-scale multinational companies, experience of working as
part of an Agile or Operation team is a plus.
- Respectful
of different cultures, working with colleagues from across all the globe.
- Work
proficiency in English speaking and technical writing
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