About the role
Join our dynamic team to innovate and refine technology operations, impacting the core of our business services.
As a Remote Access Technology Support Lead in the Corporate Sector- Employee Platforms, you will play a leadership role in ensuring the operational stability, availability, and performance of our production services. You will own the service health of the platforms that let a global workforce connect securely to virtual desktops and applications from anywhere.
Job Responsibilities
- Own technical support and service health for global remote access and virtual desktop services, including incident command, triage, and restoration for high-severity events affecting workforce connectivity
- Run problem management end to end, driving root cause to permanent fix, retiring repeat incidents, and maintaining the known-error and runbook content relied on by global service desks and regional operations teams
- Serve as the senior technical escalation point with platform vendors and with identity, network, security engineering, and data center operations partners, holding defect resolution and vulnerability remediation to committed windows
- Define the monitoring, session telemetry, and user-experience measurement needed to detect launch failures, latency, and session quality degradation ahead of user impact, and publish service health and trend reporting to technology and business leadership