Senior Lead, Infrastructure/Cloud Architecture

Who We Are

At Kyndryl, we run and reimagine the mission-critical technology systems that drive advantage for the world’s leading businesses.  We are at the heart of progress; with proven expertise and a continuous flow of AI-powered insight, enabling smarter decisions, faster innovation, and a lasting competitive edge. For our people—Kyndryls—that means doing purposeful work that powers human progress. Join us and experience a flexible, supportive environment where your well-being is prioritized and your potential can thrive.

The Role

Are you ready to embark on a technical adventure and become a hero to our external and internal users? As Technical Support at Kyndryl, you'll be part of an elite team that provides exceptional technical assistance, enabling our clients to achieve their desired business outcomes.

You'll be a troubleshooter extraordinaire, diagnosing and repairing complex equipment, software, and systems with ease. Nothing will be too challenging for you to solve as you respond to escalated issues, report critical design flaws, reliability and maintenance problems, and bugs.

You'll be the go-to person for our customers who require assistance with highly technical or sophisticated products, as well as for customer installations and training. With your passion for technology, you'll provide world-class support that exceeds customer expectations.

As Technical Support, you'll perform varying degrees of problem determination and resolution of desktop hardware and software issues using your technical expertise and available resources to ensure that our customers' issues are resolved efficiently and effectively. You'll also have the opportunity to perform installs, moves, adds, and changes (IMAC) activities, as well as data backup and restore on certain accounts for clients, ensuring that all related administrative duties are completed within Service Level Agreement objectives.

You will develop a deep understanding of the local and regional infrastructure, as well as key contacts in other competencies, which will enable you to ensure that the proper team is aware of – and taking action on the problem.

If you're a technical wizard, a customer service superstar, and have an unquenchable thirst for knowledge, we want you to join our team.

Your Future at Kyndryl
Imagine being part of a dynamic team that values your growth and development. As Technical Support at Kyndryl, you'll receive an extensive and diverse set of technical trainings, including cloud technology, and free certifications to enhance your skills and expertise. You'll have the opportunity to pursue a career in advanced technical roles and beyond – taking your future to the next level. With Kyndryl, the sky's the limit.

Who You Are

You’re good at what you do and possess the required experience to prove it. However, equally as important – you have a growth mindset; keen to drive your own personal and professional development. You are customer-focused – someone who prioritizes customer success in their work. And finally, you’re open and borderless – naturally inclusive in how you work with others.

Required Technical and Professional Expertise

• 10+ years of experience in Customer Service or Technical Support

• Experience with Virtualization techn and Azure technologies

• Preferred Technical and Professional Experience

• Azure Virtualization desktop

Workplace Virtualization Services – Azure Virtual Desktop with FSLogix, Microsoft Entra ID, Azure Monitor and Windows 365

This role is performed by technical professionals who have expertise in designing, deploying, operating and supporting Azure Virtual Desktop environments and related Microsoft cloud services. The scope of this job role includes preparation for new or changed virtual desktop services, management of host pools, session hosts, images, user profiles, application delivery, monitoring, security controls, performance optimization and operational support. Individuals in this role apply their technical skills to maintain reliable, secure and scalable virtual desktop services, troubleshoot critical production issues and support client requirements within agreed service levels.

Mandatory Skill

Azure Platform

Desktop Virtualization

Security / Operations

Azure Virtual Machines

Azure Virtual Desktop Host Pools

Microsoft Entra ID / RBAC

Azure Storage / Azure Files

FSLogix Profile Containers

Azure Monitor / Log Analytics

Azure Networking / NSG

RemoteApp / Application Groups

Autoscale / Scaling Plans

Azure Image Gallery

Windows 11 Multi-session

Intune / Defender

Language Skills: English Language

Core Job Requirements:

• Extensive expertise in Azure Virtual Desktop administration, including host pools, workspaces, application groups and session hosts.

• Ability to troubleshoot, identify and resolve virtual desktop, profile, application, connectivity and performance issues.

• Working with service management requests, incidents and changes, responding and resolving within the required SLA.

• Interacting with clients to understand business requirements and support secure remote desktop and application delivery.

• Working knowledge of Azure infrastructure, Windows client/server operating systems, identity, networking, storage and application deployments.

Required (Primary) Skills

Azure Virtual Desktop Administration

• Hands-on experience in Azure Virtual Desktop administration, including pooled and personal host pools, session hosts, workspaces and application groups.

• Install, configure and maintain scalable and highly available Azure Virtual Desktop environments on Microsoft Azure.

• Create, update and maintain golden images using Azure Image Gallery, custom images and image management best practices.

• Deploy and manage session host virtual machines, host pool scaling plans, autoscale settings and Start VM on Connect.

• Configure and troubleshoot FSLogix profile containers using Azure Files or Azure NetApp Files storage options.

• Configure user assignments, RemoteApp publishing, desktop application groups and workspace access.

• Manage Microsoft Entra ID, Active Directory, RBAC, Conditional Access, MFA and identity-based access controls for AVD users.

• Configure Azure networking components including virtual networks, subnets, network security groups, routing and firewall rules.

• Monitor AVD health and performance using Azure Monitor, Log Analytics, diagnostic settings and native AVD insights.

• Troubleshoot user login failures, disconnected sessions, profile load issues, latency, application launch failures and session host availability issues.

• Perform daily administration, patching, image updates, host maintenance, security configuration and service improvements.

• Support Windows 10/11 Enterprise multi-session, Windows Server session hosts and Microsoft 365 Apps in virtual desktop environments.

• Participate in capacity planning, cost optimization, performance tuning, BCP/DR planning and operational readiness activities.

• Advanced troubleshooting skills and ability to resolve issues as per agreed SLA.

• Participate in after-hours on-call support rotation and collaborate with Microsoft support for critical production issues when required.

Azure Platform, Security and Automation

• Administration and troubleshooting of Azure compute, storage, networking, identity and governance components used by AVD.

• Perform daily administration, maintenance, upgrades, patching, host pool updates and security hardening activities.

• Configure Azure Virtual Networks, private endpoints, NSGs, DNS, routing, VPN/ExpressRoute connectivity and firewall access where required.

• Implement monitoring, alerting, logging and reporting using Azure Monitor, Log Analytics and AVD Insights.

• Manage backup, recovery, high availability and disaster recovery requirements for AVD supporting services.

• Use PowerShell, Azure CLI, ARM templates, Bicep or Terraform for deploy