Manage incidents using ServiceNow (ITSM), maintain documentation and runbooks and apply defined procedures for incident, change and release management.
Provide operational support for Citrix, Horizon Omnissa, and VMware vSphere.
Manage and resolve incidents in ServiceNow, including updates and escalation according to defined procedures.
Maintain stability, reliability and availability of supported platforms.

Provide platform‑level operational support across Citrix, Horizon Omnissa VDI, vSphere, MDM and automation technologies.
Manage incidents using ServiceNow (ITSM), maintain documentation and runbooks and apply defined procedures for incident, change and release management.
The role may participate in regional or global shift patterns and occasional weekend coverage.
Provide operational support for Citrix, Horizon Omnissa, and VMware vSphere.
Manage and resolve incidents in ServiceNow, including updates and escalation according to defined procedures.
Maintain stability, reliability and availability of supported platforms.
Collect diagnostics and evidence for root‑cause analysis and prevention activities.
Create and update runbooks, procedures, and operational documentation.
Identify and implement operational, process, and automation improvements.
Balance BAU support with project‑ and assignment‑based tasks.
Contribute to scripting and automation initiatives.
Follow release, incident, and change management processes.
Prioritise and triage issues in time‑sensitive environments.
Collaborate with engineering teams, regional teams, and other stakeholders.
Apply ITIL concepts to support operational maturity.
Participate in shift patterns or extended hours as required.

Senior Infrastructure Operations & Services

Key skills