| 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,
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| 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
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| 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 |
