MPower Plus
Information Technology Infrastructure Specialist
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Virtual Technology Subject Matter Expert (SME)
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.
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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.
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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 the globe.
- Work proficiency in English speaking and technical writing.
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