Iasi

4.5-8 Years

Romania

1

Division/Department DWP
Track/Skill (Select from Drop Down) Citrix L3

General Description
"This role is for an onsite L3 where the desired candidate would be required to manage a VDI environment comprising of Citrix Technologies.
The key skills required are Xen Desktop, Xen App, Netscalar, App Sense, FSLogix"
Responsibilities :-

Provides support to end-users and troubleshoot all CVAD, Xen Desktop, Xen App, Netscalar, App Sense, FSLogix issues.
Support L2 for any technical escalations and lead to the resolution.
Support and maintenance of issues on Shared service Provider for the future analysis.
Upgrade custom component viz. features,solutions,etc
Disaster Recovery scenario test and prepared.
Support LOB application integration with Share Point
All technical documentation
Participate in planning and testing of new system software and development of system roll-out/implementation strategies

Technical Requirements

7+ Years of Experience in global projects with expertise in following areas:
Windows 2012/2016/2019/2022 Servers - commission, recovery, maintenance, troubleshooting of OS and hardware issues, decommission etc.
Good working knowledge of Active Directory, DNS, DHCP and WINS
Maintenance, troubleshooting and doing RCA of Citrix Xen Desktop 7.x and Xen App 6.x & 7.x servers
Migration of applications from legacy Citrix farms to Xen App/Xen Desktop (Citrix Virtual Apps and Desktops) 5.0, 6.X, 7.x servers farm
ITIL Processes - Change, Incident and Problem management
Servers management using remote tools (ILO/DRAC/Open Manage)
Working knowledge in Citrix PVS / integration with SCCM / VDI Image Management skills.
Must have experience in creating and maintaining SOPs to run operations with the help of L2 engineers
Experience in handling Escalated issues including coordination with multiple teams and vendor

Soft Skills
1. Experience on Incident and Task management tool like remedy.
2. excellent oral and written communication skill.
3. Experience in handling customer and severity cases.
4. Ability to produce RCA for major and critical cases.
5. Team handling and conflict management skills

Other Skills / Experience

• Excellent communication and conversation skills (Verbal and Written)
• Good documentation skills
• Excellent trouble-shooting skills, includes resolving issues with users connecting remotely to the server environment,network,desktop,browser issues.
• Should have a great customer handling skills
• Able to handle unforeseen situations
  

Years of Experience
7-10 Years of experience is required.
Relavant : Minimum of 5 yrs in Citrix Administration / Support / 3 Years in App Sense, Netscalar, VDI environment

Certification requirements
1. MCP/MCTIP is necessary
2. ITIL Preferred
3. CCA / MCITP/VCP Preferred

Education requirements
Bachelor Degree required

(1.) To adhere to quality standards, regulatory requirements and company policies (2.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases (3.) To participate or contribute on EN business in creation of proposals to drive Service improvement plans. (4.) To independently resolve tickets & esnure that the agreed SLA of ticket volume and time are met for the team. (5.) To provide support for on call escalations /L3 level support and doing incident & problem management (6.) Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts & conducting interviews/participation in hiring drives.

B-Tech

Business Line FT

Others

INFRA

1484556BR

08-Nov-2024

Consultant

Data Center-Windows-Infrastructure Apps