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Lead Service Engineer

About Providence

Providence, one of the US’s largest not-for-profit healthcare systems, is committed to high quality, compassionate healthcare for all. Driven by the belief that health is a human right and the vision, ‘Health for a better world’, Providence and its 121,000 caregivers strive to provide everyone access to affordable quality care and services.

Providence has a network of 51 hospitals, 1,000+ care clinics, senior services, supportive housing, and other health and educational services in the US.

Providence India is bringing to fruition the transformational shift of the healthcare ecosystem to Health 2.0. The India center will have focused efforts around healthcare technology and innovation, and play a vital role in driving digital transformation of health systems for improved patient outcomes and experiences, caregiver efficiency, and running the business of Providence at scale.


Why Us?

  • Best In-class Benefits
  • Inclusive Leadership
  • Reimagining Healthcare
  • Competitive Pay
  • Supportive Reporting Relation

Organization Background:

The Endpoint Engineering Services team manages all the client endpoints and Thin Clients across our enterprise: Windows and Apple desktops, laptops, iPhones, and iPads. We are responsible for ensuring that endpoints and their software are up to date with the latest approved OS version, patched, application delivery is maintained, and overall health is maintained. We ensure a seamless experience for caregivers through a centralized tool that automates many of these transactions.

What is this position all about?

We are seeking a hands-on IGEL Platform Engineer to design, implement, and operate secure, scalable, and highly available end-user compute (EUC) solutions using IGEL OS, IGEL Universal Management Suite (UMS), and IGEL Cloud Gateway (ICG). The role partners closely with EUC, VDI, Security, and Network teams to deliver seamless access to virtual desktops and apps (Citrix, VMware Horizon, Azure Virtual Desktop) while driving automation, policy governance, and proactive service reliability.

The Lead Enterprise IGEL Administrator will work independently with other Information Services (IS) professionals (e.g. Operational, Engineering, Architecture, and Application teams) to ensure the IGEL environment is optimized for the delivery of clinical and business services in support of the IS Strategic Plan. This requires close collaboration with clinical and non-clinical caregivers, project managers, and other IS professionals to enumerate requirements from various stakeholders. The Lead Enterprise IGEL Administrator will use their expert knowledge of IGEL/Citrix/Thin Clients/VDI to determine the optimal configuration of the IGEL environment and configure it accordingly. They will also author new or modify existing documentation related to IGEL and serve as an in-house operational escalation point for troubleshooting complex issues and developing and implementing solutions.

What will you be responsible for?

  • Design and deploy IGEL OS–based endpoints at scale across sites and remote users using UMS and ICG for internet-managed devices.
  • Define golden images, profiles, firmware customizations (Custom Partitions), and layered configurations for different personas/use cases.
  • Integrate IGEL with Citrix DaaS/CVAD, VMware Horizon, and/or Azure Virtual Desktop (AVD) including protocol tuning (ICA/HDX, Blast, PCoIP, RDP), peripherals, and multimedia redirection.
  • Implement HA/DR patterns for UMS (Load balancer, HA pairs), secure backups, and certificate lifecycle management (TLS, client certs, SCEP).
  • Own day‑to‑day operations: firmware lifecycle (pilot → ringed rollout), profile governance, endpoint posture, and incident/problem management (ITIL).
  • Build automation for configuration, assignments, and compliance reporting (e.g., UMS REST API, PowerShell, bash, Python).
  • Maintain logging and observability (UMS logs, syslog, event correlation) and drive SLO/SLI dashboards for uptime, performance, and user experience.
  • Manage peripheral enablement (printers, scanners, headsets, webcams, smartcards/HID) and USB policies.
  • Ensure Zero Trust aligned configurations—secure boot, read‑only OS, MFA/SSO (SAML/OIDC), and conditional access integrations (e.g., with IdP).
  • Enforce device hardening, secure Wi‑Fi/VPN profiles, proxy settings, and locked‑down kiosk modes where needed.
  • Coordinate with InfoSec for vulnerability management, pen‑test remediation, and audit readiness (SOX/ISO27001).
  • Create and maintain SOPs, runbooks, and RACI aligned with change, release, and problem management processes.
  • Act as SME for IGEL in architecture reviews, change advisory boards, and major incident bridges.
  • Partner with VDI/EUC teams to optimize session launch times, protocol QoS, and client-side policies.
  • Deliver training, knowledge transfers, and clear documentation for support tiers.

Who are we looking for?

  • Experience: 6–8 years in EUC/VDI engineering with at least 3+ years hands‑on IGEL (IGEL OS, UMS, ICG) in enterprise scale (50,000+ endpoints).
  • Platforms: Strong with Citrix (DaaS/CVAD), VMware Horizon, and/or Azure Virtual Desktop client-side integration and optimization.
  • Scripting/Automation: PowerShell, bash (and/or Python) for UMS API usage, configuration-as-code, and reporting.
  • Operations: Proven track record with firmware lifecycle, ringed deployments, HA/DR for UMS, and structured change management (ITIL).
  • Troubleshooting: Advanced log analysis (UMS, client logs), protocol trace basics (Wireshark), and performance tuning.

Providence’s vision to create ‘Health for a Better World’ aids us to provide a fair and equitable workplace for all in our employment, whether temporary, part-time or full time, and to promote individuality and diversity of thought and background, and acknowledge its role in the organization’s success. This makes us committed towards equal employment opportunities, regardless of race, religion or belief, color, ancestry, disability, marital status, gender, sexual orientation, age, nationality, ethnic origin, pregnancy, or related needs, mental or sensory disability, HIV Status, or any other category protected by applicable law. In furtherance to our mission in building a more inclusive and equitable environment, we shall, from time to time, undertake programs to assist, uplift and empower underrepresented groups including but not limited to Women, PWD (Persons with Disabilities), LGTBQ+ (Lesbian, Gay, Transgender, Bisexual or Queer), Veterans and others. We strive to address all forms of discrimination or harassment and provide a safe and confidential process to report any misconduct.

Contact our Integrity hotline also, read our Code of Conduct.

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