Client Virtualization services

Greetings from TCS

We are looking for a Client Virtualization service provider
Experience: 4 - 6 Years
Location: Bangalore

Services description:

Client Virtualization services provide various Secure Virtual Desktop Services for SAP employees and partners 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 DAAS (Desktop As A Service)

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.

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
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)