Citrix Virtual Desktop

Greeting from TCS

Technical Tasks / Activities :

Responsible for performing troubleshooting of tickets for Citrix environment and driving towards resolution.

Installation / configuration / managing XenDesktop farm (latest version 7.x)

Advanced - Should be managing Xen Server farm at multiple sites.

Creation of Citrix VM / Clone providing them via provisioning server

Backup / hot fix installation on XenServer

Handle & Monitor Netscaler, Cloud Connectors, Storefront Servers.

Manage Published VDI solution through Apache Cloudstack.

Publishing applications\Desktops via Citrix DaaS

Handle all tickets escalated by Field IT or Service Desk or forwarded from other service teams.

Build / test Citrix / WTS software packages based on SAP release cycles

Publish, update and support Citrix / WTS software packages

Apply common updates on Published Apps

Support and maintain test & production environment

Support and maintain all scripts / settings that are used in the environment

Build / deploy / decommission virtual servers (IMAC activities)

Provide access to the environment via predefined groups in SAP directory services

Perform evaluation and testing of any new Citrix client

Perform periodic and emergency systems maintenance including patching.

Coordinate with third-party suppliers and SAP internal departments on related support activities.

Support multi-cloud platforms.

Review the SCOM alerts

Proactively monitor all the critical applications\Desktops every six hours

Process Expectations :

Follow agreed processes and procedures for ticket resolution.

Have a pro-active approach to identify, co-ordinate and resolve tickets

Be a team player and interact / help team members / cross functional teams to achieve faster issue resolution

Follow / improve SLA resolution timings.

Adhere to incident, problem and change management processes.

Participate in team meetings as per the agreed governance model.

Engage SAP CTW experts, if required as per service catalog RACI. Work to reduce the ticket assignment to Experts group

Participate and contribute in continual service initiatives / improvements.

Assist operation line manager in meeting program objectives.

Contribute to create and update the knowledge articles. Update documents and share them with the operation line manager for review and approval.

Keep updated on new technologies and request training if needed.

Communicate with identified users appropriately via all approved media.

Adhere to shift timings and complete the assigned tasks

Hand-off pending issues / tasks to in-coming shift with all details, as per the defined process

Act as a backup resource, as / when needed.

Pre-requisites :

Required Experience & Skillset :

For E2 level More than 5 years of relevant Experience in IT with a minimum 3 years in Citrix administration

Experience in working in a large organization with globally distributed personnel, functions and operations.

Software Industry experience strongly preferred.

Expert knowledge of :

Citrix Vitual Desktop and Apps on Xenserver / VMWare

PVS (Provisioning Services)

StoreFront

NetScaler

Citrix Cloud

MS Windows platforms widely deployed in the market and still current

Good to have Knowledge of :

SCCM / Intune

Active Directory

SCOM

PowerShell

Storage

Network

HPE Synergy Blade Servers

Desired :

Basic knowledge of MS SQL

Certification in Citrix is an added advantage

Good knowledge of administration of NetScaler & StoreFront

Troubleshooting Citrix based problems with good understanding of fundamentals

Open to work in 24 / 7 support shifts, as per operational requirement.

Ability to plan and execute patch plan for SQL server

Experience with ITIL processes especially incident, change and problem management

Ability to think independently and can find solutions to complex issues from different sources

Coordinate with various teams for the daily operations, plan and execute scheduled activities.

Willingness to learn new skills and technologies.

Ability to make quick decisions, assume leadership without supervision, able to assume a role of authority as necessary.

A keen eye for detail and a result driven approach

Effective analysis : Ability to listen, analyze and summarize.

Ability to work in stressful situations. Conflict management skills is a plus.

Customer and team-work oriented.

Outstanding communication skills. Excellent English written and oral communication skills

Relevant Certification in Citrix Virtual Apps & Desktop (Good to have)