Job Summary

This role is responsible for providing expert operational leadership for large-scale workplace virtualization environments, focusing on Microsoft VDI Solution and RDSH platforms. The position empowers support teams to deliver seamless virtual desktop services, ensures adherence to client SLAs, and drives service excellence through process innovation and advanced problem-solving.

Key Responsibilities

1. Provide expert operational leadership in Microsoft VDI Solution and RDSH environments, ensuring optimal uptime, performance, and compliance with client SLAs.
2. Lead incident resolution and root cause analysis for complex issues in Windows Virtualization and Touch Services using Microsoft management tools and remote diagnostics.
3. Implement strategic improvements in VDI processes and automation using Microsoft PowerShell, Group Policy, and monitoring platforms to enhance service efficiency and reporting.
4. Mentor and guide support teams in advanced troubleshooting, configuration management, and deployment of Windows-based virtual desktop solutions.
5. Drive innovation by evaluating new features, tools, and methodologies in Microsoft VDI and Telepresence technologies to improve operational workflows and user experience.
6. Oversee secure access, application publishing, and resource allocation in RDSH and VDI environments, ensuring robust security and compliance.
7. Collaborate with internal teams to align project deliverables, facilitate transparent communication, and support organizational objectives in workplace virtualization.

Skill Requirements

1. Excellent Knowledge Of Virtualization Technologies, Including HyperV, Remote Desktop Services, And Microsoft Endpoint Manager.
2. Advanced Skills In Scripting And Automation Using Powershell For Operational Efficiency.
3. Strong Understanding Of Touch Services, Video/Telepresence Platforms, And Endpoint Management.
4. Excellent ProblemSolving Abilities In Large, Complex Virtualized Environments.
5. InDepth Experience With Monitoring Tools, Incident Management Systems, And Reporting Platforms.
6. Excellent Leadership And Team Mentoring Skills, With A Strategic Approach To Continuous Improvement.

Other Requirements

1. Recommended certifications:
2. Microsoft Certified: Azure Virtual Desktop Specialty (optional but valuable)
3. Microsoft Certified: Windows Server Hybrid Administrator Associate (optional but valuable)
4. ITIL Foundation Certification (optional but valuable

Skill Requirement : Soft Skills - Excellent communication and conversation skills (Verbal and Written) - Good documentation skills - Good working knowledge of MS OFFICE (Including MS Project and Visio) - Should have a great customer handling skills - Able to handle unforeseen situations - High level of acceptance - Can drive HCL’s value and its methodology Other Skills / Experience . Ability to learn new information quickly · Ability to integrate as a cross-functional, team player · Personal dedication to providing high quality, superior service · Ability to work flexible hours when necessary to cover for other help desk analysts and to be on call via pager during the week · Ability to work flexible hours from time to time to cover for other help desk staff and to be on call via pager during the week. · Customer Focus · Teamwork · Technical Expertise · Interpersonal Effectiveness · Concern for Order and QualityOther Requirement : Years of Experience Total : 4- 6 years experience in Help Desk, Information Management, or Customer Service delivery field Relavant : 1-2 years of Shift Lead experience