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TQuanta Technologies
5 days ago
Role : Support Engineer for Backend Services - Citrix
As a Citrix Engineer, you will be part of the IT CTW backend support operations team.
Technical Tasks :
- Responsible for performing the correct troubleshooting of tickets for Citrix environment as mentioned below and resolving the tickets.
- 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
- Installation/configuration XenDesktop (7.x Version)
- Publishing applications via Citrix Studio
- 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 (McAfee, Microsoft, Citrix patches)
- 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)
- Maintain access to the gateway via Citrix NetScaler for authorized users
- 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.
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.
Expert knowledge of :
- Citrix XenServer.
- Citrix XenDesktop widely deployed in the market and still current
- PVS
- StoreFront
- NetScaler
- Citrix Cloud
- MS Windows platforms widely deployed in the market and still current
Good Knowledge of :
- SCCM
- SCOM
- PowerShell
- Storage
- Network
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 have the ability to 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
Work Experience :
- More than 5 years of Experience in IT with a minimum 2 years in Citrix administration
- Experience in working in a large organization with globally distributed personnel, functions and operations.
- Software Industry experience strongly preferred.
Mandatory Skills : Citrix Admin
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