Azure Virtual Desktop

 

Description:

Role Description:

Deutsche Bank is moving from an on-prem multi-session virtual desktop environment to one hosted in the Cloud,

Azure Virtual Desktop (AVD). The Vendor Monitoring and Stability AVD is accountable for delivering the

monitoring and operational stability of the Bank’s AVD services. The primary accountability is focused on the 24 x

7 level 2 support of deployment and operation of the Bank’s instance of its production AVD.

This role will require close collaboration and partnership with SRE (level 3), Product Managers, Project Manager

and Engineering.

The ideal candidate will have experience as an L2 Windows Desktop Support or Windows Desktop Engineer or will

have spent a couple of years on a service desk focused on Windows support, and will have spent the last couple of

years focused on AVD. They need a good understanding of incident management, problem management, and

other ITIL processes.

 

Key responsibilities

• Provide Level 2 (M&S) operational support for the Bank’s VDI products and services.

• Monitor the production environments that deliver the Bank’s AVD products and services

• Triage and resolve incidents based on work instructions and knowledge articles, to SLA

• Escalate incidents following appropriate processes

• Available for an on-call rota to cover incident management out of hours / weekend

• Partner within SRE, Virtual, Mobility and the other EUC functions to enhance and advocate availability

and resilience of End User products. This is both to underpin the Bank’s delivery of core business

applications and to support the Bank’s ability to serve our clients and to create revenue

• Fulfil service requests related to AVD in a timely manner and within SLA

• Adheres to and promotes the Company values and ethical framework

 

Skills and experience

• A background in Service Desk or Desktop Support

• Experience supporting large organizations in globally diverse locations

• Knowledge of supporting and administrating enterprise level Windows devices and configuration and

management systems

• Preferably at least one years’ experience scripting with PowerShell

• At least two years’ experience with monitoring of Windows desktop or virtual environments and

following up on events raised through tools like: Systrack, New Relic, Azure Monitor, AVD Insights, and

Citrix Analytics

• Knowledge of Azure automation products like Azure Open AI Integration, Power Platform, Azure

Runbooks and Azure Functions

• Knowledge of Citrix virtual tools like Citrix Director, Citrix DaaS and Citrix WEM/UPM

• Knowledge of reporting tools like Power BI