Technology Operations Lead - AVD

Job Description

Role Description Client is moving from an on-prem multi-session virtual desktop environment to one hosted in the Cloud, AVD. The Vendor SRE Lead AVD is accountable for providing operational support of the Bank's AVD services. The primary accountability is focused on the 24 x 7 support of deployment and operation of the Bank's instance of its production and UAT AVD environment. They will need to work closely with our Client management and other production support teams to ensure that new products are fit for purpose and production ready. Management of the key operating touch points with the end user will also be paramount and will require close collaboration and partnership with Product Managers, Project Manager and Engineering. These touch points are defined as • Product Management Owning specific products and their associated strategy within EUC technology portfolio ensuring total cost of ownership is appropriately managed • Engineering Development of EUC technologies in line with the Bank's formal design principles and controls • SRE Provides the operations and maintenance for the core end user technology 24*7. Focused on delivering high levels of stability, proactive operations, and preventative measures • Project Management Working closely across all C&D products to plan and manage deliverable, budget, risk, implementation, and enhancements The ideal candidate will have experience as a manager of managers and be able to lead and motivate. They will also have experience as L2/L3 Desktop Support or Desktop Engineering. 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 • Recruitment, provision and management of Level 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 • Runs and manages an on-call rota to cover incident management out of hours / weekend • Management and enforcement of End User Availability Management standards • Adheres to and promotes the Company values and ethical framework, ensuring that the team operates to the same code of conduct • Leads an environment where people management and development are a top priority • Empowers, manages, coaches, and mentors direct reports and others in the organization and holds their teams accountable for strong people management practices • Brings diverse teams together to collaborate on topics to achieve optimal ideas and recommendations • Acts as a role model for own team, communicating SMART business driven objectives at the beginning of the year, ensuring every team member has regular, continuous, and constructive performance reviews, nurturing talent and fostering diversity • Proactively manages tough people decisions to ensure people performance is aligned with organization imperatives and needs. Addresses individual performance issues, where necessary, to drive for high performance • Supports and drives the continued development of the SRE staff 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