Citrix Virtual Desktop

Greeting from TCSTechnical 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 serverBackup/hot fix installation on XenServerHandle & Monitor Netscaler, Cloud Connectors, Storefront Servers.Manage Published VDI solution through Apache Cloudstack.Publishing applications\Desktops via Citrix DaaSHandle 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 cyclesPublish, update and support Citrix/WTS software packagesApply common updates on Published AppsSupport and maintain test & production environmentSupport and maintain all scripts / settings that are used in the environmentBuild/deploy/decommission virtual servers (IMAC activities)Provide access to the environment via predefined groups in SAP directory servicesPerform evaluation and testing of any new Citrix clientPerform 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 alertsProactively monitor all the critical applications\Desktops every six hoursProcess Expectations:Follow agreed processes and procedures for ticket resolution.Have a pro-active approach to identify, co-ordinate and resolve ticketsBe a team player and interact/help team members/cross functional teams to achieve faster issue resolutionFollow/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 groupParticipate 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 tasksHand-off pending issues/tasks to in-coming shift with all details, as per the defined processAct 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 administrationExperience 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/VMWarePVS (Provisioning Services)StoreFrontNetScalerCitrix CloudMS Windows platforms widely deployed in the market and still currentGood to have Knowledge of:SCCM/IntuneActive DirectorySCOMPowerShellStorageNetworkHPE Synergy Blade ServersDesired:Basic knowledge of MS SQLCertification in Citrix is an added advantageGood knowledge of administration of NetScaler & StoreFrontTroubleshooting Citrix based problems with good understanding of fundamentalsOpen to work in 24/7 support shifts, as per operational requirement.Ability to plan and execute patch plan for SQL serverExperience with ITIL processes especially incident, change and problem managementAbility to think independently and can find solutions to complex issues from different sourcesCoordinate 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 approachEffective 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 skillsRelevant Certification in Citrix Virtual Apps & Desktop (Good to have)