Citrix Service Owner

Experience Required :

9 to 12 Years.

Key Responsibilities :

- Own and manage the VDI (Citrix) and Desktop Support services, including service design, delivery, and improvement.

- Define and maintain service level agreements (SLAs) and key performance indicators (KPIs) to measure service performance.

- Monitor service performance and identify areas for improvement.

- Develop and maintain service documentation, including standard operating procedures (SOPs) and knowledge base articles.

- Manage service budgets and resources effectively.

- Oversee the design, implementation, and maintenance of the Citrix environment, including Citrix Virtual Apps and Desktops, Citrix ADC, and Citrix Workspace.

- Ensure the stability, performance, and security of the Citrix infrastructure.

- Troubleshoot and resolve complex Citrix-related issues.

- Plan and execute Citrix upgrades and migrations.

- Implement and manage Citrix policies and profiles.

- Lead and manage the desktop support team, providing guidance and mentorship.

- Ensure timely and effective resolution of desktop support incidents and service requests.

- Manage the desktop hardware and software lifecycle, including procurement, deployment, and decommissioning.

- Implement and maintain desktop security policies and procedures.

- Manage and improve the end user experience.

- Lead incident and problem management efforts for VDI and Desktop Support services.

- Identify root causes of recurring incidents and implement permanent solutions.

- Develop and maintain incident and problem management processes and procedures.

- Manage changes to the VDI and Desktop Support environments in accordance with change management policies and procedures.

- Ensure that changes are implemented with minimal disruption to users.

- Participate in change advisory board (CAB) meetings.

- Manage relationships with vendors providing VDI and Desktop Support related products and services.

- Negotiate contracts and ensure vendor performance meets expectations.

- Communicate effectively with stakeholders at all levels, including users, management, and vendors.

- Provide regular updates on service performance and initiatives.

- Gather user feedback and incorporate it into service improvements.

- Identify and implement opportunities for service improvement and automation.

- Stay up-to-date on the latest VDI and Desktop Support technologies.

- Participate in industry events and training.

Required Skills and Experience :

- Bachelor's degree in Computer Science, Information Technology, or a related field.

- Proven experience as a Service Owner or similar role, with a strong focus on VDI and Desktop Support.

- Extensive experience with Citrix Virtual Apps and Desktops, Citrix ADC, and Citrix Workspace.

- Strong understanding of desktop operating systems (Windows, macOS, Linux).

- Experience with desktop management tools (SCCM, Intune).

- Strong understanding of ITIL framework and service management best practices.

- Excellent troubleshooting and problem-solving skills.

- Strong communication and interpersonal skills.

- Experience managing budgets and resources.

- Experience with incident and problem management.

- Experience with change management.

- Experience leading a technical team.

Preferred Qualifications :

- Citrix certifications (Citrix Certified Associate - Virtualization, Citrix Certified Professional - Virtualization).

- ITIL certifications (ITIL Foundation).

- Experience with cloud-based VDI solutions (Azure Virtual Desktop).

- Experience with powershell scripting.

- Experience with end user experience monitoring tools.