Chief Enterprise Virtual Desktop Engineer

1 month ago


Singapore Singtel Full time

At Singtel, our mission is to empower every generation by fostering an inclusive and forward-thinking work environment where employees experience a strong sense of belonging and growth.

The Senior Engineer, Citrix VDI Services, plays a pivotal role in leading the coordination of delivery, operation support, and implementation of VDI services to internal stakeholders and users. This position focuses on delivering quality IT Workspace VDI-related services through collaboration with the IT Workspace Transformation Team and IT Workspace End-User Support Team.

This leader applies a service delivery approach to ensure consistent and continuous VDI solutions and technologies are successfully deployed to meet Technology Infrastructure strategic objectives. Strong leadership and communication abilities are essential for setting realistic goals and implementing appropriate plans to guide the team towards achieving those objectives.

This position is responsible for the performance, end-to-end support, availability, and service level of the IT Workplace VDI (e.g., Citrix Platform). The successful candidate will be able to address multi-faceted issues effectively and collaboratively.

Making an Impact
  • General Support:
    • Supports the team during L2/L3 diagnosis when technical issues arise within their scope of expertise.
    • Is aware of the Corporate IT structure to anticipate interrelationships within the organization.
    • Guarantees production readiness for day-to-day operations.
    • Drives technically severe incidents that occur within the scope of their role.
    • Engages actively to understand new technologies and technology trends, reviewing them for potential incorporation into operations.
    • Performs health checks as defined and takes respective actions.
    • Responsible for service requests, changes, escalated incidents, and other tasks.
    • Facilitates collaboration and information sharing among the team.
    • Motivates and encourages team collaboration and sharing of best practices.
    • Participates in departmental activities, including brainstorming, team building, and other team or transversal actions.
    • Fosters innovation mindset.
    • Focuses on automation and optimization of resources to improve efficiency.
    • Procures hardware maintenance support and renews licenses on an ongoing basis.
Virtual Desktop Infrastructure (VDI) (Citrix Platform):
  • Supports all escalated incidents from Level 1 support.
  • Manages tasks and alerts, responding to critical monitoring alerts, including server alerts and system outages.
  • Change management: Prepares roadmaps and executes Request for Change.
  • End-to-end support for Citrix, VDI.
  • Service improvement contributions.
  • Identifies root causes of issues through problem tickets task actions.
  • Assigns service requests and tasks in a timely manner via ServiceNow ticketing tool.
  • Generates internal knowledge base articles and issue resolution scripts, maintaining Level 1 troubleshooting workflows.
  • Performs server maintenance and operational procedures.
  • Manages user profiles and data.
  • Performs maintenance and environment upgrades.
  • Reviews periodic reports on server health, resource usage, user experience, and overall environment performance.
  • Reviews vendor knowledge base articles and newly released updates.
  • Makes policy-level changes and updates Active Directory.
  • Reviews change control requests impacting the Citrix VDI environment.
  • Reviews knowledge base articles and issue resolution scripts for accuracy, compliance, and feasibility.
  • Provides technical direction, supports services proactively and reactively to maintain availability and reliability of system infrastructure according to SLA.
  • D documents, reviews, maintains, and shares relevant technical information with the team.
  • Implements and develops improvements based on best practices.
  • Focusing on automation and optimum use of the team to improve efficiency.
  • Reviews technology changes to identify potential risks.
  • Provides outside-of-working-hours operation support and attends to on-call duties whenever required.
Incident Management:
  • Collaborates with the Service Manager on incident resolution and RCA.
  • Prioritizes Priority-1 incidents within targeted system restoration time.
  • RCA (Root Cause Analysis): Determines RCA for at least 80% of incidents within the timeline SLA.
Skills for Success:
  • Degree/Diploma in IT or any related field.
  • Minimum 4-6 years of hands-on working experience in setting up, configuring, and supporting Citrix VDI in large enterprise environments.
  • Minimum 5 years of End User Technology (EUT) experience in an enterprise (> staff) with multi-location.
  • Proven working experience with Citrix Xenapp 7.x, Xendesktop 7.x, Citrix Workspace Virtual App, and Desktop in a Windows // environment and latest versions of the product VMware.
  • Experience with Provisioning Services, Hyper-V, and NetScaler/ADC platform.
  • In-depth working knowledge of the Windows environment with at least 3-5 years of Windows administration experience and a strong understanding of network concepts.
Rewards that Go Beyond:
  • Full suite of health and wellness benefits.
  • Ongoing training and development programs.
  • Internal mobility opportunities.

Your career growth starts here. Apply now.

We are committed to a safe and healthy environment for our employees and customers and require all prospective employees to be fully vaccinated.



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