Sr. Engineer

Client Virtualization Job

Client Virtualization services provide various Secure Virtual Desktop Services for clients to access their desired applications and perform mission critical tasks securely and flexibly from anywhere and any device. Several Citrix technologies are used in the SAP virtualization infrastructure for delivering the services to the users viz: XenDesktop /WTS (Windows Terminal Server) Provisioning Services XenServer / VMWare ESXi NetScaler StoreFront Citrix Environment has: Over 1500+ virtual Citrix XenDesktop Servers. More than 7000 VDI's Citrix Workspace (for Client devices) Citrix Workspace for HTML5 (for supported browsers on Client devices only)

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.

Required Experience Skillset:

• More than 5 years of relevant Experience in IT with a minimum of 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) Store Front 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)

The pay range for this role is *** - *** per annum including any bonuses or variable pay. *** also offers benefits like medical, vision, dental, life, disability insurance and paid time off (including holidays, parental leave, and sick leave, as required by law).