Remote Access Technology Support Lead

Our Global Technology Infrastructure group is a team of innovators who love technology as much as you do. Together, you’ll use a disciplined, innovative and a business focused approach to develop a wide variety of high-quality products and solutions. You’ll work in a stable, resilient and secure operating environment where you—and the products you deliver—will thrive.

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
• Govern operational readiness for platform change, including certificate and firmware lifecycle, software upgrades, and capacity events, with defined entry criteria, rollback, and post-change validation
• Lead team adoption of enterprise-authorized AI capabilities within the work environment to improve incident triage speed and consistency (e.g., synthesizing operational signals into prioritized actions), with human-in-the-loop validation and appropriate handling of sensitive data
• Apply reuse-first, AI-assisted practices across incident/problem/change routines to identify recurring interruption patterns and validate remediation actions aligned to resiliency and security expectations

Required Qualifications, Capabilities, and Skills

• 5+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services 
• Demonstrated experience in enterprise infrastructure support or service operations for remote access, virtual desktop, or network platforms at global scale in a regulated environment
• Deep hands-on troubleshooting across the full access path, including gateways and load balancers, authentication and federation, session brokers, virtual desktop agents, and client software on managed and unmanaged devices
• Strong working knowledge of application delivery controllers and access gateways, such as Citrix NetScaler and Omnissa UAG (Horizon), covering virtual server configuration, SSL and TLS profiles, authentication policy, and session settings
• Hands-on support experience with enterprise virtual desktop platforms, such as Citrix and Omnissa Horizon, including brokers, connection servers, pods, and session delivery protocols
• Demonstrated ownership of major incident and problem management in a 24x7 follow-the-sun model, with evidence of measurable reduction in incident volume or time to restore
• Experience in Cloudflare or Akamai
• Proficiency with scripting and automation in PowerShell, Python, or equivalent, and with log, trace, and telemetry analysis tooling
• Demonstrated experience using enterprise-authorized AI capabilities within the work environment to support production operations workflows with strong validation habits and awareness of data sensitivity
• Ability to review and validate AI-assisted incident recommendations before action, escalating when uncertain and ensuring outcomes align to operational, security, and auditability expectations

Preferred Qualifications, Capabilities, and Skills

• Familiarity with SAML federation, multi-factor authentication, and device posture enforcement in the sign-in path
• Experience supporting a diverse endpoint population, including thin clients, Windows, macOS, mobile, and browser-based access
• Experience with zero-trust access services or cloud-delivered security gateways fronting internally hosted applications
• Experience using synthetic transaction monitoring and end-user experience platforms to drive service improvement