Client Infrastructure Analyst - Remote

Company Description

About dentsu international

Part of dentsu, dentsu international is headquartered in London and operates in over 145 markets worldwide with more than 50,000 dedicated specialists. We help clients to win, keep and grow their best customers and achieve meaningful progress for their businesses. With best-in-class services and solutions in media, CXM, and creative. www.dentsu.com

Working with us

Joining dentsu international, you’ll join a team of 50,000 people. It’s an opportunity to produce career-defining work. Along the way, you’ll team up with inspiring colleagues and encounter a richness of clients, cultures and experiences. We offer exciting challenges, memorable experiences, and opportunities to shape your future.

Inclusion and Diversity

We’re proud to be different and that starts with our people. We believe in equal opportunities for everyone. We won’t define people by their race, gender, sexual-orientation, age or disability. Individuality is what makes us great, we want everyone to bring their full self to work and create something amazing. That’s what we care about. So, whether you’re joining us, or looking to move to a different part of the business, we work hard to make sure we create equal opportunities for everyone.

We are happy to discuss flexible and agile approaches to working for all our roles – we can’t promise we will be able to offer you everything you want or need but we do promise to discuss it with you openly and honestly. If you have any reasonable adjustment needs arising from a disability or medical condition to fully participate in the recruitment process, please discuss this with our recruitment teams.

Job Description

Working within the Global Client Infrastructure team, you will be reporting to the EUC Remote Application Manager and working in a Citrix or similar support role. A good skillset is required across Remote Desktop and Application delivery platforms, primarily Citrix Microsoft Remote Desktop Services and Azure Virtual Desktop. This role is for someone who is keen to expand their skillset outside of the Citrix product stack into the Microsoft AVD stack, with a great team's support.

You will be developing the Remote Application delivery service and strategy globally across the organization. We are looking to maintain a current Citrix SaaS solution for specific business requirements. Alongside this, we are developing our Azure Virtual Desktop infrastructure to fulfil the remaining global requirements. This platform will also be part of a migration project to migrate all centrally managed RDS solutions into the Azure Virtual Desktop.

You will be part of a global team working US hours but offering support in EMEA, AMERCIAS and APAC regions. You will need to administer services within Azure and have troubleshoot any issues raised on the supported platforms.

You will manage daily BAU across all areas of the Remote Application platforms. This will range from basic environment changes, new applications/desktops, troubleshooting user issues through to developing new environments and solutions for any requests.

You will also assist with any merger and acquisition integrations that take place and require migration of remote application/desktop services. This will involve liaising with project managers, market-level IT and potential acquisition staff to gather requirements and agree on an integration plan.

We are a global organization, so on occasions, there may be a requirement to attend meetings out of hours, depending on the business need.

You will be from a Citrix / Remote Application or Desktop technical background and have experience working within an operational Team. You will need experience working in a large enterprise environment following ITIL standards and Service Management processes.

Main responsibilities:

• Responsible for the successful delivery of Remote Application Delivery from the Client Infrastructure Team within a Service Management framework and following the agreed standards and Service Levels
• Responsible for managing the resolution of major incidents and any escalated issues for Remote Application Delivery
• Responsible for contributing to the delivery of technological change across Client Infrastructure
• To be the technical authority for Remote Application Delivery
• Responsible for the security and monitoring of the dentsu Remote Application Delivery environment
• Represent the Client Infrastructure team in Change Advisory Board meetings, Service Review meetings and the Architecture Review Board
• Responsible for fostering a practice of collaboration and continuous improvement within the Client Infrastructure team

Main objectives:

• To ensure the Remote Application Delivery environments are designed, implemented, and maintained to the correct architectural and technical best practice specifications
• Be a key stakeholder in determining whether a new release, affecting service in production is ready for promotion
• Contribute to the design and delivery of updates or solutions to the environment
• Possess a detailed understanding of all dentsu Remote Application Delivery solutions and the associated infrastructure
• Operate following the dentsu IT Operating Model and Values and to promote these within the Client Infrastructure Team
• Contribute to the Client Infrastructure strategy and service/product roadmap
• Maintain a product backlog and assist the Head of Client Infrastructure to prioritize new releases and requests to customers
• To drive operational excellence across Client Infrastructure

Architectural and service delivery:

• Adhere to a best practice Service Management and Architecture
• Ensure that user experience and satisfaction is at the forefront of all activities
• Drive customer satisfaction to over 90% and ensure SLA attainment is consistently above the minimum requirements for the Client Infrastructure
• Keep abreast of changing trends and market developments of current and future technologies
• Identify new technologies that can provide benefit to dentsu

Teamwork, teaching & learning support:

• Provide technical mentoring and support for individuals within the Client Infrastructure team

Qualifications

Education/qualification and training

• Education to degree standard and/or equivalent qualifications/experience
• Ideally Citrix certified or equivalent qualifications and experience

Knowledge/skills/Role

• Support the Global Remote Application platform and contribute towards the strategy and roadmap
• Act as an escalation point for all Incidents, Service Requests, Problems, and changes relating to the Remote Application platform.
• Maintain availability of the Citrix/WVD environment ensuring that the highest level of stability and reliability are maintained
• Publishing and managing applications and desktops
• Citrix XenDesktop and XenApp Support experience is essential
• Citrix Cloud Experience or knowledge is desirable

· NetScaler and RDS Web experience

• Microsoft RDS / RemoteApp knowledge or experience (for migration purposes)
• Azure Virtual Desktop (AVD) Knowledge/working experience or desire to move /work with AVD and its related technology
• Azure Experience is essential (AVD, virtual hosts, Resource groups, NSG management, Image Gallery, FS Logix etc)
• Active Directory and Group Policy management experience concerning the role
• Manage monitoring and reporting of Citrix/AVD environment
• Excellent Client Infrastructure troubleshooting skills and knowledge of problem resolution methodologies
• Demonstrated in-depth experience managing complex environments
• Experience in planning, managing, and controlling projects
• Experienced in IT service management, including change, incident, and problem management
• Demonstration of the technical skills needed to handle innovation and change resulting from the implementation of new IT solutions

· Working in an ITIL environment

Experience

• Experience in working with ITIL based Service processes and responsibilities
• Experience and knowledge of implementing technical solutions in a complex, multi-partner environment
• Experience in working with enterprise-scale applications, infrastructure, and software
• Proven ability to write technical documentation, including high/low designs and operational manuals
• Proven ability to manage a set of complex operational services
• Experience working in an Agile environment to provide service improvement

Additional Information

The anticipated salary range for this position is $94,000-$157,000. Actual salary will be based on a variety of factors including relevant experience, knowledge, skills and other factors permitted by law. A range of medical, dental, vision, 401(k) matching, paid time off, and/or other benefits also are available. For more information about dentsu benefits, please visit dentsubenefitsplus.com

Dentsu (the "Company") is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee of the Company, on the basis of age, sex, sexual orientation, race, color, creed, religion, ethnicity, national origin, alienage or citizenship, disability, marital status, veteran or military status, genetic information, or any other legally-recognized protected basis under federal, state or local laws, regulations or ordinances. Applicants with disabilities may be entitled to reasonable accommodation under the terms of the Americans with Disabilities Act and/or certain state or local laws. A reasonable accommodation is a change in the way things are normally done that will ensure an equal employment opportunity without imposing an undue hardship on the Company. Please contact [email protected] if you need assistance completing any forms or to otherwise participate in the application process or to request or discuss an accommodation in connection with a job at the Company to which you are applying.

About dentsu
Dentsu is the network designed for what’s next, helping clients predict and plan for disruptive future opportunities in the sustainable economy. Taking a people-centered approach to business transformation, dentsu combines Japanese innovation with a diverse, global perspective to drive client growth and to shape society www.dentsu.com.

We are champions for meaningful progress and we strive to be a force for good—for our people, for our clients, for the industry and for our society. We keep our people at the center, creating space for growth, understanding and learning so they can thrive. We embed diversity, in our mindset, in our solutions and in our teams to empower an inclusive, equitable and culturally fluent environment. Building this culture within our teams makes us better collaborators with each other and with our clients, driving better outcomes for all.

Dentsu (the "Company") is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee of the Company, on the basis of age, sex, sexual orientation, race, color, creed, religion, ethnicity, national origin, alienage or citizenship, disability, marital status, veteran or military status, genetic information, or any other legally-recognized protected basis under federal, state or local laws, regulations or ordinances. Applicants with disabilities may be entitled to reasonable accommodation under the terms of the Americans with Disabilities Act and/or certain state or local laws. A reasonable accommodation is a change in the way things are normally done that will ensure an equal employment opportunity without imposing an undue hardship on the Company. Please contact your recruiter if you need assistance completing any forms or to otherwise participate in the application process or to request or discuss an accommodation in connection with a job at the Company to which you are applying.