Assoc, Infrastructure Engineer, Group Infrastructure & Cloud, Group Technology

Business Function

Group Technology enables and empowers the bank with an efficient, nimble and resilient infrastructure through a strategic focus on productivity, quality & control, technology, people capability and innovation. In Group Technology, we manage the majority of the Bank's operational processes and inspire to delight our business partners through our multiple banking delivery channels.

Job Responsibilities:

Daily Operations & Support: 

• Monitor environment health (e.g., Citrix Director, "Unregistered" VDAs). 
• Resolve Tier 2/3 user tickets (slow logons, session disconnects, app errors). 
• Manage user profiles for optimal load times and data persistence. 
• Provide L2 support for Windows Server infrastructure (2016, 2019, 2022). 
• Troubleshoot and drive system recovery, escalating major incidents as needed. 
• Perform root cause analysis to prevent recurrence of problems. 
• Ensure OS and system software supportability, including planning and leading upgrade projects. 
• Review and implement change requests. 
• Conduct performance analysis and tuning. 
• Improve productivity through automation of system operations. 
• Track and drive patch management and software upgrades for middleware. 
• Apply new technology and processes to enhance system supportability, recoverability, availability, and performance. 
• Provide operational excellence and technical guidance across project phases (requirement gathering, design, procurement, implementation, hand-over). 
• Mentor less experienced engineers. 
• Support audit and compliance activities. 

Patch Management: 

• Maintain and update "Gold Images" using automation. 

• Perform monthly OS patching and application updates for virtual desktop fleets. 

• Raise and implement Patch Management Change Requests (CRs) in Wintel infrastructure. 

Lifecycle & Migrations: 

• Identify and plan replacement for End of Support (EOS) software. 

• Execute migrations from legacy on-premises versions to the latest LTSR. 

• Assist in workload migrations between on-premises Citrix farms. 

NetScaler (Citrix ADC) Administration: 

• Configure Traffic Management & Load Balancing. 

• Manage Gateway Services, SSL & Certificate Management. 

• Ensure High Availability. 

• Understand and configure basic network elements (VLANs, static routes, ACLs). 

Automation: 

• Automate repetitive tasks (e.g., health reports, reboot schedules, session management) using PowerShell. 

Requirement 

• Hands-on experience with Windows, Citrix, and Netscaler, SSH and IBM Connect Direct. 
• Strong technical knowledge of Windows hardware, operating systems, OS security hardening, and system services (volume manager, file system, NTP, DNS, clustering, SSH, remote anywhere, TSM, Zabbix). 
• Experience in troubleshooting and performance tuning of Windows, Citrix, and Active Directory (AD). 
• Experience in implementing and operating Windows, Citrix, AD, and clustering. 
• Information security (Systems Hardening) knowledge in a banking institution is preferred. 
• Data communication and network knowledge specific to a Wintel server farm. 
• Experience in middleware and application execution in x86 environments (Windows and Linux) is an advantage. 
• ITIL Certified or strong working knowledge of ITIL Incident, Problem, and Change Management disciplines. 
• Ability to train team members. 
• Microsoft & Citrix certification is an added advantage. 

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