Citrix Service Owner

2 weeks ago

Thiruvananthapuram, Kerala, India UST Global Solutions Full time ₹ 5,00,000 - ₹ 15,00,000 per year

Experience Required : 9 to 12 Years. Key Responsibilities :

  • Own and manage the VDI (Citrix) and Desktop Support services, including service design, delivery, and improvement.
  • Define and maintain service level agreements (SLAs) and key performance indicators (KPIs) to measure service performance.
  • Monitor service performance and identify areas for improvement.
  • Develop and maintain service documentation, including standard operating procedures (SOPs) and knowledge base articles.
  • Manage service budgets and resources effectively.
  • Oversee the design, implementation, and maintenance of the Citrix environment, including Citrix Virtual Apps and Desktops, Citrix ADC, and Citrix Workspace.
  • Ensure the stability, performance, and security of the Citrix infrastructure.
  • Troubleshoot and resolve complex Citrix-related issues.
  • Plan and execute Citrix upgrades and migrations.
  • Implement and manage Citrix policies and profiles.
  • Lead and manage the desktop support team, providing guidance and mentorship.
  • Ensure timely and effective resolution of desktop support incidents and service requests.
  • Manage the desktop hardware and software lifecycle, including procurement, deployment, and decommissioning.
  • Implement and maintain desktop security policies and procedures.
  • Manage and improve the end user experience.
  • Lead incident and problem management efforts for VDI and Desktop Support services.
  • Identify root causes of recurring incidents and implement permanent solutions.
  • Develop and maintain incident and problem management processes and procedures.
  • Manage changes to the VDI and Desktop Support environments in accordance with change management policies and procedures.
  • Ensure that changes are implemented with minimal disruption to users.
  • Participate in change advisory board (CAB) meetings.
  • Manage relationships with vendors providing VDI and Desktop Support related products and services.
  • Negotiate contracts and ensure vendor performance meets expectations.
  • Communicate effectively with stakeholders at all levels, including users, management, and vendors.
  • Provide regular updates on service performance and initiatives.
  • Gather user feedback and incorporate it into service improvements.
  • Identify and implement opportunities for service improvement and automation.
  • Stay up-to-date on the latest VDI and Desktop Support technologies.
  • Participate in industry events and training.

Required Skills and Experience :

  • Bachelor's degree in Computer Science, Information Technology, or a related field.
  • Proven experience as a Service Owner or similar role, with a strong focus on VDI and Desktop Support.
  • Extensive experience with Citrix Virtual Apps and Desktops, Citrix ADC, and Citrix Workspace.
  • Strong understanding of desktop operating systems (Windows, macOS, Linux).
  • Experience with desktop management tools (SCCM, Intune).
  • Strong understanding of ITIL framework and service management best practices.
  • Excellent troubleshooting and problem-solving skills.
  • Strong communication and interpersonal skills.
  • Experience managing budgets and resources.
  • Experience with incident and problem management.
  • Experience with change management.
  • Experience leading a technical team.

Preferred Qualifications :

  • Citrix certifications (Citrix Certified Associate
  • Virtualization, Citrix Certified Professional
  • Virtualization).
  • ITIL certifications (ITIL Foundation).
  • Experience with cloud-based VDI solutions (Azure Virtual Desktop).
  • Experience with powershell scripting.
  • Experience with end user experience monitoring tools.

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