Technical Support Senior Analyst

6 days ago

Hyderabad, Telangana, India Evernorth Health Services Full time

HIH – Technical Support Senior Analyst
Position Overview
The Infrastructure Engineering Advisor will serve as a technical team member supporting complex virtualization environments focusing on Citrix XenDesktop and XenApp.

This position will represent the Global Experience and Identity (GXI) department working with the Cigna Virtual Workspace Operations team, who delivers and operates a highly available hosted desktop and application platform for Cigna internal resources and external partners. Cigna Virtual Workspace gives our customers the freedom to work from anywhere with an industry-leading end user experience. This role will collaborate with other GXI organizations such as Global Desktop Support, Client Engineering, and Endpoint Architecture

Responsibilities

  • Provide timely resolution for technical support issues via telephone, email, instant message, and remote support to efficiently assist customers with their support needs.
  • Support the creation and troubleshooting of Citrix VDAs both servers and desktop types.
  • Provide technical guidance to external support staff in other areas.
  • Support complex projects as it pertains to components within the Citrix platform.
  • Serve as the primary contact with vendors for problem resolution and upgrades.
  • Provide feedback of trends to senior staff to establish new SOPs and to correct technical gaps.
  • Must possess superior customer service skills and be able to communicate highly technical concepts to individuals with varying levels of technical expertise.

Qualifications
Required Skills:

  • Minimum of 3 years of experience supporting and maintaining a XenDesktop 7.x (or higher) environment
  • Minimum of 3 years of experience supporting and maintaining a XenApp 7.x (or higher) environment
  • Experience with the creation of Machine Catalogs, Delivery Groups, MCS, and PVS
  • Experience with Citrix Director
  • Understanding of the MS Azure & Citrix Cloud Fundamentals
  • Must be able to work independently and as part of a team

Required Experience & Education
Candidates must have strong experience in the following areas:

  • 3-5 years of experience required
  • Strong stakeholder relationship and communication skills
  • Bachelor's degree or related experience
  • Proven track record in day-to-day production support

Location & Hours of Work

  • Full-time position, Night Shift (5:30 PM - 2:30 AM IST /8:00 AM - 5:00 PM EST/EDT) working 40 hours per week. Expected overlap with US hours as appropriate.
  • Primarily based in the Innovation Hub in Hyderabad, India.
  • Hybrid Work mode (3 days WFO, 2 days WFH) or as appropriate

Equal Opportunity Statement
Evernorth is an Equal Opportunity Employer actively encouraging and supporting organization-wide involvement of staff in diversity, equity, and inclusion efforts to educate, inform and advance both internal practices and external work with diverse client populations.
About Evernorth Health Services
Evernorth Health Services, a division of The Cigna Group, creates pharmacy, care and benefit solutions to improve health and increase vitality. We relentlessly innovate to make the prediction, prevention and treatment of illness and disease more accessible to millions of people. Join us in driving growth and improving lives.

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