JOB DESCRIPTION:-

Involves in implementing, upgrading/migrating and maintaining Citrix infrastructure.
Accountable for ensuring that appropriate design, planning and operations handovers take place for all new services involving Citrix Infrastructure.
Provide technical leadership and hands-on support.
Handles standard Citrix engineer duties and recommends, innovative and automated approaches wherever possible for infrastructure tasks.
Work with stakeholders and customers to understand server utilization, lifecycle, protection requirements and develop effective workable solutions and processes.
Lead the triage and resolution of escalated, complex incidents, problems or capacity concerns.
Requires support out of office hours during emergencies and routine maintenance
Occasional travel may also be required.

Qualification, Skills & Experience:
Total of 10 - 15 years of experience
6+ Years prior experience in an L3 support position
4+ Years prior experience in a subject matter expertise/architect role
Solid industry experience in IT infrastructure architecture and design patterns
Extensive hands-on experience in designing & managing Citrix infrastructure such as XenApp, XenDesktop, Storefront/Web interface servers
Expert knowledge on managing remote access infrastructures such as Citrix Access Gateway and Citrix Netscaler
Good knowledge of application packaging tools such as Microsoft App-V, VMware ThinApp
Good hands-on experience on at least one of the hypervisor platforms such as VMware, Hyper-V
Expert knowledge on Windows server platform.
Good knowledge of Windows server technologies such as Active Directory Services, SCCM/SCOM etc
Ability to write scripts and automate tasks using PowerShell
Good understanding of storage and network technologies
Experience at creating technical presentations/documentation
Ability to lead and host technical working sessions
Excellent interpersonal and communication skills
Good understanding of ITIL processes and tools

Good to Have:
ITIL V3 certification
Good project management and delivery skills
 

• To provide support for on call escalations and doing root cause analysis of given issue
• To independently resolve tickets within agreed SLA of ticket volume and time
• To adhere to quality standards, regulatory requirements and company policies
• Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts
• To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases