Administrator

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

• ITSM tool- Service Now - Ticketing tool for INC/SR/Change/Problem tickets

• Inhouse tools

• HP OMI for monitoring

• Basic knowledge on ITIL Process & Practices

Educational Qualifications

• Bachelor's degree or Master's degree in Information/Computer technology preferred

y Competencies:

• 5yrs (Min) to 8yrs (Max ) of relevant experience in Citrix environment

• 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

Citrix Admin