Specialist Systems Engineer

3 days ago

Bengaluru, Karnataka, India GCOO Full time ₹ 12,00,000 - ₹ 24,00,000 per year

Citrix L2 Engineer

Responsible for handling Incident and Request Management.

• Participate in Change and Problem Management

• Monitor the infra proactively and fix it even before user's report it.

• Provide support for L1 engineers for incident investigation, diagnosis and resolution.

• Ensure resolution of most of the incidents and service requests.

• Provide input to Level 3/4 for problem management and resolution of major or elevated incidents.

• Provide required inputs to stakeholders involved in case of critical incidents like outages.

• Raise change requests where required.

• Implement Standard and minor changes.

• Ensure ITIL compliance for all incidents and service calls

• Ensure KPI compliance for all incidents and service calls

• Adhere to documented notification and escalation process

• Communicate to the customer while responding to a case and after resolution of the case.

• Participate in regular reviews with the team leads

• Update daily reports and checklists as defined.

• Create and update documentation

• Daily health checks on the Citrix environment to ensure service availability

• Administration of XenApp 7.15 and above

• Support Virtual Desktop Infrastructure hosted on XenDesktop

• Maintain Citrix XenApp, VDIs and other core Citrix Components 

• Administration of Ivanti User Workspace Manager. 

• Application installation, publication in CITRIX environnent

• Act on alerts received through SCOM, Zabbix Qlik, Citrix Director or other monitoring tools. 

• Basic Troubleshooting of Windows Server 2012 and 2016

• Strong multi-tasking and organizational skills; Ability to prioritize simultaneous high visibility customer and internal escalations

• Engineer should have minimum knowledge in scripting and should be able to automate reoccurring manual tasks

Spl Systems Engineer is responsible for second level management of Citrix XenApp, XenDesktop, Ivanti User Workspace Manager, Windows Server, Incident tickets, Package and patching using SCCM, Zabbix alerts, Queue Monitoring and Infra alerts. Engineer should be able to Perform and manage routine maintenance tasks for the Citrix services in accordance with Citrix best practice. Engineer should have minimum knowledge in scripting and should be able to automate reoccurring manual tasks.

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