Job description:

Job Title Technology Operations Specialist AVD
Seniority - Senior
Location - Pune (India), Eschborn (Germany), Birmingham (UK) and Jacksonville (USA)
Number of resources - 4

Role Description
Deutsche Bank is moving from an on-prem multi-session non-persistent virtual desktop environment to one hosted in the Cloud, Azure Virtual Desktop (AVD). The Technology Operations Specialist - AVD is accountable for delivering operational support of the Bank s AVD services. The primary accountability is focused on the regional level 3 support of deployment and operation of the Bank s instance of its production and UAT AVD environment, and should be able to work in collaboration with the other Technology Operations Specialists to step in and cover during the absence of the Technology Operations Lead.
This role will require close collaboration and partnership with Monitoring & Stability (L2), Product Managers, Project Manager and Engineering.
The ideal candidate will have experience leading an engineering or operational support team as an L3 Windows Desktop Support or Windows Desktop Engineer and will have spent the last couple of years focused on AVD. They need a strong understanding of incident management, problem management, and other ITIL processes.

Key responsibilities
Provide Level 3 (SRE) operational support for the Bank s VDI products and services
Support in the recruitment, provision and management of Leel 2 and Level 3 global teams to support the Bank s AVD 24 x 7 follow-the-sun environment
Manage and run production environments that deliver the Bank s AVD products
Maintain and execute all DR activities in support of in scope products
Partner within Monitoring & Stability, 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
Apply a rigid SRE / DevOps framework to ongoing monitoring and automation of the products under support
Available for an on-call rota to cover incident management out of hours / weekend
Adheres to and promotes the Company values and ethical framework

Skills and experience
A background in SRE or DevOps in AVD
Experience supporting large organizations in globally diverse locations
Knowledge and experience of supporting and administrating enterprise level Windows devices and configuration and management systems
At least three years experience scripting at an advanced level with PowerShell in automating solutions to virtual and Windows desktop environments
At least three years experience with setting up the monitoring of Windows desktop or virtual environments and implementing hands-free healing based on events with tools like Systrack, New Relic, Azure Monitor, AVD Insights, and Citrix Analytics
At least two years experience setting up, configuring and implementing Azure automation products like Azure Open AI Integration, Power Platform, Azure Runbooks and Azure Functions
At least two years experience managing and maintaining Citrix virtual tools like Citrix Director, Citrix DaaS and Citrix WEM/UPM
At least two years experience writing and automating AVD reporting with reporting tools like PowerBI
Experience with implementing or running synthetic testing in a virtual or desktop environment to eliminate manual or semi-automated health checks and post-change testing will be an advantage

Qualifications
Bachelor's degree in computer science, Data Science, or a related field (India only)

• To provide support for on call escalations and doing root cause analysis of given issue
• To independently resolve tickets within agreed SLA of ticket volume and t