Req ID: 385268 

NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are currently seeking a Sys. Integration Sr. Specialist Advisor to join our team in Noida, Uttar Pradesh (IN-UP), India (IN).

Job Description 

VDI Support Services Techincal Lead

The VDI Support Services Manager / Technical Leadership Advisor is a seasoned technology leader with a proven track record of leading high-performing technical teams, driving operational excellence, and delivering reliable, scalable, and secure Virtual Desktop Infrastructure (VDI) services. This role combines deep technical expertise with strong leadership, mentoring, and customer engagement skills to ensure exceptional service delivery across complex enterprise environments.

The Technical Lead is responsible for leading a team of VDI Support Engineers, providing direction, guidance, and oversight for day-to-day operational activities, incident management, problem resolution, service improvement initiatives, and strategic technology roadmaps. Applicants should be highly motivated, customer-focused, technology-driven leaders who possess excellent communication skills, can foster strong cross-functional collaboration, and thrive in fast-paced environments with competing priorities. Candidates should also have extensive experience in VDI technologies, infrastructure operations, service management, and people leadership.

Responsibilities

• Lead, mentor, and develop a team of VDI Support Engineers.
• Provide technical and operational leadership for enterprise VDI and application delivery environments.
• Serve as the primary escalation point for technical, operational, and customer-related support issues.
• Drive team performance by establishing objectives, measuring KPIs, and ensuring service level commitments are achieved.
• Coordinate support activities to ensure consistent service delivery and customer satisfaction.
• Manage major incidents and coordinate cross-functional resources during high-severity outages and service disruptions.
• Lead root cause analysis activities and ensure corrective and preventive actions are implemented.
• Develop and maintain operational processes, standards, and best practices for VDI support services.
• Ensure adherence to Change Management, Incident Management, Problem Management, and other ITIL processes.
• Collaborate with clients, account teams, project managers, architects, and engineering teams to deliver business outcomes.
• Identify opportunities for automation, standardization, and operational efficiency improvements.
• Drive continuous service improvement initiatives to enhance platform stability, performance, and user experience.
• Oversee capacity planning, platform health reviews, risk assessments, and lifecycle management activities.
• Support complex Citrix, Azure Virtual Desktop, VMware, and related virtualization technologies.
• Participate in strategic planning, technology roadmaps, and infrastructure modernization initiatives.
• Create and maintain operational documentation, support procedures, work instructions, and knowledge base articles.
• Facilitate knowledge sharing, collaboration, and technical growth within the team.
• Conduct performance reviews, coaching sessions, career development planning, and succession planning activities.
• Foster a culture of accountability, innovation, teamwork, and customer-centricity.
• Manage resource allocation, workload balancing, and support coverage across multiple time zones.
• Participate in customer, operational, and leadership reviews and provide status updates on service performance.
• Be available and able to lead critical incidents that occur within the scope of the role.
• Participate in 24/7 on-call leadership escalation rotations.
• Ensure accurate ticket documentation, reporting, and operational metrics tracking.

Required Skills

• 10+ years of IT infrastructure engineering and operational support experience.
• 5+ years of people leadership experience managing technical infrastructure, EUC, or VDI support teams.
• Proven experience leading distributed technical support organizations and supporting enterprise customers.
• 7+ years of engineering and/or support experience related to VMware, Microsoft, Citrix, and virtualization technologies.
• Advanced and proven experience supporting highly available Citrix Virtual Apps and Desktops and/or Citrix DaaS environments (CCA, CCP, or CCE preferred).
• 5+ years of experience with Azure Virtual Desktop and cloud-hosted desktop solutions.
• Strong understanding of ITIL service management principles and operational excellence practices.
• Demonstrated leadership in managing major incidents, escalations, and critical production environments.
• Deep understanding of VDI operational support models, service delivery management, and support governance.
• Technical knowledge of storage subsystems, compute platforms, and enterprise infrastructure.
• Strong knowledge of server hardware fundamentals.
• Deep technical understanding of on-premises hypervisors (vSphere, Citrix Hypervisor, Microsoft Hyper-V).
• Strong knowledge of Windows Server, Active Directory, Group Policy, DNS, DHCP, and profile management solutions.
• Thorough understanding of enterprise datacenter technologies including Networking, Security, TCP/IP, SAN, NAS, and hybrid cloud architectures.
• Demonstrated experience with automation technologies such as PowerShell, scripting, workflow automation, and operational tooling.
• Proven ability to assess, troubleshoot, and resolve complex infrastructure and virtualization issues.
• Demonstrated expertise in customer communications, executive stakeholder management, and service review presentations.
• Strong analytical, problem-solving, and decision-making skills.
• Ability to lead teams through ambiguity, organizational change, and complex technical challenges.
• Demonstrated ability to achieve and maintain high levels of customer satisfaction.
• Strong organizational skills and ability to manage multiple priorities simultaneously.
• Excellent English communication skills, both written and verbal.
• Experience working within managed services, enterprise operations, or outsourced support environments is highly preferred.
• Cloud certifications such as AZ-104, AZ-140, Azure Solutions Architect, AWS Certified SysOps Administrator, or AWS Certified Solutions Architect are considered strong advantages.
• Nice to have: Windows 365, AWS WorkSpaces, Nerdio, IGEL, Liquidware, ControlUp, eG Innovations, Citrix Cloud, and Digital Employee Experience (DEX) platforms.
• Ability to listen, learn, coach, and continuously improve both individual and team performance.

About NTT DATA

NTT DATA is a $30 billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world's leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. our consulting and Industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is a part of NTT Group, which invests over $3 billion each year in R&D.

Whenever possible, we hire locally to NTT DATA offices or client sites. This ensures we can provide timely and effective support tailored to each client’s needs. While many positions offer remote or hybrid work options, these arrangements are subject to change based on client requirements. For employees near an NTT DATA office or client site, in-office attendance may be required for meetings or events, depending on business needs. At NTT DATA, we are committed to staying flexible and meeting the evolving needs of both our clients and employees. NTT DATA recruiters will never ask for payment or banking information and will only use @nttdata.com, @nttdatafed.com and @talent.nttdataservices.com email addresses. If you are requested to provide payment or disclose banking information, please submit a contact us form, https://us.nttdata.com/en/contact-us.

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