Virtual Desktop Administrator

The Virtual Desktop Administrator is responsible for the design, implementation, and maintenance of the Bank’s virtual desktop infrastructure (VDI), including office automation technologies installed in the Bank. This role involves managing and optimizing virtual desktop environments to ensure high availability, performance, and security for end users.

This role also includes the management of other infrastructure components, both on-premises and in the cloud, that interact with VDI (e.g., server Operating System installation, administration, configuration, coordination, control, hardening, maintenance, backup, troubleshooting, server security and usage monitoring for on-premises and private cloud environments.).

Scope of the Job

The Virtual Desktop administrator ensures secure, reliable, highly available and scalable infrastructure environment is provisioned for business applications. Some additional core responsibilities include:

• Design, deploy, and configure virtual desktop environments using for example Azure Virtual Desktop (AVD) and/or Citrix Virtual Apps and Desktops, ensuring optimal performance, scalability, and reliability
• As required, administer and support the Bank’s Citrix platform and ensure support SLA’s/OLA’s with business units locally & Group Offices are met.
• Design, implement and evaluate solutions to meet a specific set of business requirements.
• Provide daily BAU Level 2/3 technical support for virtual applications and desktops covering on-premise and cloud environments.
• Manage virtual desktop environment user profiles, roles and groups using role-based best practices and ensuring user profile data is adequately and appropriately permissioned, located and stored.
• Pro-actively monitor the virtual desktop environment and take necessary steps to optimize efficiency and improve performance.
• Research, assess and evaluate new and developing virtual technologies to determine suitability for current and future enterprise computing needs.
• Provide recommendations including new features, licensing requirements, high-availability, identity integration capacity planning and risk assessment as appropriate.
• Develop and document all aspects of the VDI environment as well as best practices and operating procedures.
• Report high severity problems and any unplanned system outages to Group Head of IT Infrastructure immediately and ensure that the incident management process is followed.
• Perform root cause analysis on Infrastructure issues and prepare detailed incident reports for high severity problems or as directed by Group Head of IT Infra.
• Participate in service delivery processes as needed (such as Incident Management, request fulfillment, problem management and change management).

Other accountabilities include:

• Provide on-call support as needed, being available 24X7 to promptly address and resolve IT and, as needed, cyber incidents, ensuring minimal disruption to business operations and maintaining the integrity and security of the VDI ecosystem.
• Actively collaborate with and train Helpdesk staff and others to ensure proper troubleshooting and other methods, and to ensure the overall desktop user experience remains consistent.
• Work closely with IT architects and Cybersecurity staffs to design and implement virtual desktop solutions that meet business requirements and align with organizational objectives and policies.
• Analyze complex problems and apply computing principles and other related disciplines to identify best solutions.
• Maintain order of scheduled maintenance tasks.
• Develop and maintain technical standards documentation including operational procedures.
• Perform or assist in troubleshooting and diagnosing production problems; corrects identified problems.
• Perform system security related tasks as outlined in ABC policies, procedures, and guidelines.
• Test, Deploy and manage new technologies approved and adopted by the bank.
• Perform other miscellaneous technical duties as assigned.
• Provide technical assistance and support to IT teams in global branches as needed.
• Provide system availability, capacity utilization and other maintenance reports to line manager periodically.
• Participate in bank’s Business Continuity & Disaster Recovery tests.
• Manage vendors and ensure approved SLAs are followed and reviewed periodically.

Job Context

The Virtual Desktop Administrator operates in a dynamic and evolving IT environment within the Bank, where technological advancements, regulatory requirements, and user expectations are constantly changing.  In this role, the job holder will play a critical role in managing the Bank’s virtual desktop infrastructure.

Within the Bank, VDI plays a critical role in enabling flexible working arrangements, supporting a diverse and distributed workforce across multiple geographic locations.  By providing users with secure and seamless access to their desktop environments and applications from any device, anywhere, VDI empowers users to work remotely, collaborate effectively, and maintain productivity regardless of their physical location.

Furthermore, VDI plays a crucial role in disaster recovery and business continuity planning within the Bank.  By hosting desktop environments in centralized data centers and/or cloud environments, VDI enables rapid deployment and recovery of IT resources in the event of outages, disaster, or other disruptions.

The role of the Virtual Desktop Administrator is vital for supporting the Bank’s businesses, cybersecurity, and resilience.  By managing the VDI environment and its interaction with other infrastructure components, the job holder contributes to supporting global operations.

Areas of Knowledge, Qualification and Experience

• Knowledge of image management, application virtualization and user profile management is mandatory.
• Experience in system administration with an understanding of Windows Server Operating systems, Active Directory, group policies and network fundamentals.
• Working experience on latest Microsoft Server Operating systems and office automation applications.
• Excellent understanding and troubleshooting skills for cloud environments, virtualization, and mobility access.
• Knowledge and some experience on enterprise databases desired.
• Familiar with cybersecurity standards and best practices.
• Bachelor’s degree in Cloud Computing, Computer Science Information Technology, or related field.
• Advanced certification preferred in cloud and virtualization technologies such Microsoft Azure, AWS, Citrix, or VMware.
• MCSE, MCSA or MOS certification desired.
• 3 - 5 years’ hands-on experience in administering and managing virtual desktops platforms.
• Proven experience in deploying and managing virtual desktop environments including virtual machine creation, provisioning, and maintenance.
• Experience on administering Azure and AWS virtual machines desired including scripting PowerShell skills.
• Strong planning skills
• Strong attention to detail
• Fluent in English (mandatory)
• Results orientated and proactive mindset.
• Strong analytical and problem-solving skills
• Ability to work independently and under pressure.
• Effective communicator in verbal and written form.
• Ability to deliver multiple objectives while maintaining a high quality of work.