Provide technical expertise in the planning, design, implementation, maintenance, and support of the company’s Workplace Hosting environment. Identify and resolve issues, improve system functionality and search for system improvement opportunities. Additionally, maintain and follow all relevant procedures and documentation, reviewing and updating where required.
Key Responsibilities / Duties:
Ensure operational standards are adhered to. This includes actively looking to continuously improve working practices to ensure the team works as efficiently as possible.
Complete the day-to-day operational activities of the team, respond to client queries and requests for assistance promptly and effectively in accordance with agreed service standards. Escalate any complaints; accordingly, ensure they are satisfactorily resolved, and long-term corrective action/prevention has taken place.
Follow team procedures, identify gaps, and resolve effectively. Including the Business/Disaster Recovery program
When advised, act as the lead coordinator/designer/implementer for all Workplace Hosting aspects of assigned project activity.
Ensure the Workplace Hosting portfolio remains current. Highlight areas requiring refresh albeit from a hardware or software perspective.
Regularly review the team risk profile.
Always demonstrate and deliver excellent service to all clients.
Call management, includes logging and taking ownership, updating, closing calls correctly, using the appropriate categories and escalating when appropriate.
Assist when instructed to design, implement, and deliver of our BR obligations.
When requested provide intelligent hands-on support for all areas of the Infrastructure Services Group.
Act as a mentor for the more junior members of the team, offering guidance, coaching and support.
Successfully deputize in the absence of the Team Leader/Manager.
Work Experience / Knowledge:
Mandatory Primary Skills:Should have experience in XenApp, MCS and Xendesktop Administration
Net scalar and Storefront Administration
Should have knowledge and have prior work experience on setting and administration of Microsoft Azure Virtual desktop
Microsoft Azure and architecture
Windows server 2008, 2012, 2016
Exposed to end user application support and desktop and server virtualizations
Basic understanding of storage and connectivity fundamentals
Able to work with SMEs to drive major incidents and work towards RCA
Able to establish and run good operations and governance practices
ITIL aware (Incident/Problem/Change management)
Manage SLA and availability services.
Strong Windows Server and Terminal Server troubleshooting skills
Previous experience in a Financial Services, highly pressured environment, essential.
Must possess an up-to-date understanding of all Infrastructure technologies and a good technical knowledge of Wintel Services with a clear focus on Workplace Hosting disciplines.
Skills / Other Personal Attributes Required:
Must have ability to diagnose and solve problems while maintaining professionalism and courtesy.
Interpersonal skills necessary to effectively communicate at all technical levels.
Be able to demonstrate commitment to exceptional client service.
Excellent communication skills with the ability to understand and converse in English, verbally and in writing.
Be able to work adhere to Invesco technical and operational procedures and policies.
The necessary interpersonal skills to effectively interact and communicate throughout the IT organization with individuals of varying technical abilities.
Self-motivated, enthusiastic, approachable and people oriented.
Formal Education: (minimum requirement to perform job duties)
Degree or equivalent experience.
License/Registration/Certification: (minimum requirement to perform job duties)
Normal office environment with little exposure to noise, dust and temperatures.
The ability to lift, carry or otherwise move objects of up to 30 pounds is also necessary.
Normally works a regular schedule of hours, however hours may vary depending upon the project or assignment.
Hours may include evenings and/or weekends and may include 24 hour a day on call support by pager and/or cell phone.
Competency Requirements – Invesco Core:
*Please refer to IPMP manual for competence descriptions
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