Job description:

This role is for an onsite L3 where the desired candidate would be required to manage a VDI environment comprising of Citrix Technologies.The key skills required are XenDesktop, XenApp, Netscalar, App Sense, FSLogixResponsibilities :- Provides support to end-users and troubleshoot all CVAD, XenDesktop, XenApp, Netscalar, App Sense, FSLogix issues. Support L2 for any technical escalations and lead to the resolution. Support and maintenance of issues on Shared service Provider for the future analysis. Upgrade custom component viz. features,solutions,etc Disaster Recovery scenario test and prepared. Support LOB application integration with SharePoint All technical documentation Participate in planning and testing of new system software and development of system roll-out/implementation strategies Technical Requirements 7+ Years of Experience in global projects with expertise in following areas: Windows 2012/2016/2019/2022 Servers - commission, recovery, maintenance, troubleshooting of OS and hardware issues, decommission etc. Good working knowledge of Active Directory, DNS, DHCP and WINS Maintenance, troubleshooting and doing RCA of Citrix XenDesktop 7.x and XenApp 6.x & 7.x servers Migration of applications from legacy Citrix farms to XenApp/XenDesktop (Citrix Virtual Apps and Desktops) 5.0, 6.X, 7.x servers farm ITIL Processes - Change, Incident and Problem management Servers management using remote tools (ILO/DRAC/OpenManage) Working knowledge in Citrix PVS / integration with SCCM / VDI Image Management skills. Must have experience in creating and maintaining SOPs to run operations with the help of L2 engineers Experience in handling Escalated issues including coordination with multiple teams and vendor Soft Skills 1. Experience on Incident and Task management tool like remedy. 2. excellent oral and written communication skill. 3. Experience in handling customer and severity cases. 4. Ability to produce RCA for major and critical cases. 5. Team handling and conflict management skills Other Skills / Experience - Excellent communication and conversation skills (Verbal and Written) - Good documentation skills - Excellent trouble-shooting skills, includes resolving issues with users connecting remotely to the server environment,network,desktop,browser issues. - Should have a great customer handling skills - Able to handle unforeseen situations Years of Experience 7-10 Years of experience is required. Relavant : Minimum of 5 yrs in Citrix Administration / Support / 3 Years in AppSense, Netscalar, VDI environment Certification requirements 1. MCP/MCTIP is necessary 2. ITIL Preferred 3. CCA / MCITP/VCP Preferred Education requirements Bachelor Degree required

• To independently resolve tickets and esnure that the agreed SLA of ticket volume and time are met for the team.
• To provide support for on call escalations orL3 level support and doing incident and problem management
• Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts and conducting interviewsorparticipation in hiring drives.
• To adhere to quality standards, regulatory requirements and company policies
• To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases
• To participate or contribute on EN business in creation of proposals to drive Service improvement plans.