Job Description

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Position Title
Citrix VDI Engineer L2
BAND
Location
India
Department
Infra Support
Role Summary
As a L2 resource of his /her team, he /she:

• Support on all escalated incidents from L1
• Tasks and alert management
• Change management Preparation of roadmaps, execution of RFC
• End to end support for Citrix, VDI Paris and UK
• Service improvement contributions
• Problem tickets task actions
• Assign incidents and tasks in timely manner via ticketing tool.
• Animates the team to encourage collaboration and sharing of best practices,
• Has a role in supporting technical skills development and provides training when required
• Documents, reviews, maintains and shares relevant technical information to the team
• Provides technical direction, supports services both proactively and reactively to maintain the availability and reliability of system infrastructure in accordance to the SLA,
• Implements and develops improvements based on LEAN-CA-CIB best practices,
• Focuses on automation and optimum use of the team to improve efficiency,
• Reviews technology changes to identify potential risks,

Key Responsibilities
Technical Expertise

• Minimum 5~8 years of experience in managing an Enterprise Citrix environment, preferably in financial sector.
• Microsoft and Citrix certification such as MSCA and CCA is preferred.
• Strong experience with Xenapp 6 / 6.5,7.x Xendesktop 4 / 5.5,7.x in a Windows 2008 /2012 /2022 environment and latest versions of the product.
• Experience with Provisioning Services on Windows 2022, Hyper-V and NetScaler.
• In-depth working knowledge of the Windows environment with at least 3~5 years of Windows administration experience and a strong understanding of network concepts.
• In-depth working knowledge of Altiris deployment tools, Appsense and Visual Basic, Powershell scripting.
• Prior working experience with Virtualization, VDI management, App-V and application packaging will be highly advantageous.
• Must be able to perform in 24 x 7 environment and to attend to on-call basis whenever required

• Customer service oriented, able to work in a dynamic and fast paced environment
• Excellent communication, interpersonal and troubleshooting skills
• Must be self-motivated and directed and demonstrate a keen attention to detail and possess the ability to work autonomously
• French language proficiency would be seen as an advantage

Shift/Oncall & Weekend Support

• Morning Shift - 4.30AM to 1.30PM
• Afternoon Shift- 11.30AM to 8.30PM
• Afternoon Shift 1 - 12.30PM to 9.30PM **
• Evening Shift 2.30PM to 11.30PM
• Evening Shift 1 -3.30PM to 12:30AM **

** Day light savings Period- Nov to Mar ( 1hour ahead) **
Oncall Support- To provide Oncall support services on rotational basis

• 11.30 PM Night to 4.30 am on weekdays after end of the evening shift work ( Apr to Oct)
• 12.30 Midnight to 4.30 am on weekdays after end of the evening shift 1 shift work ( Nov to Mar)
• 00AM to 11:59PM on both Saturday and Sunday

Weekend Support - Mandatory to work on every 3rd Saturday of given month.
rest of the weekends support on adhoc project.
Public Holiday Support Paris Holidays (Client Holiday) will be followed as public holidays and not India holidays
Process & Tools
xc2xb7 ITSM tool- Service Now Ticketing tool for INC/SR/Change/Problem tickets
xc2xb7 Inhouse tools
xc2xb7 HP OMI for monitoring
xc2xb7 Basic knowledge on ITIL Process & Practices
Educational Qualifications
xc2xb7 Bachelors degree or Masters degree in Information/Computer technology preferred
y Competencies:
xc2xb7 5yrs (Min) to 8yrs (Max) of relevant experience in Citrix environment
xc2xb7 Customer service oriented, able to work in a dynamic and fast paced environment
xc2xb7 Excellent communication, interpersonal and troubleshooting skills
xc2xb7 Must be self-motivated and directed and demonstrate a keen attention to detail and possess the ability to work autonomously
Citrix Admin