Virtual Desktop Infrastructure

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)