Job
Description
Details: Job Description 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 required inputs to stakeholders involved in case of critical incidents like outages. Implement Standard and minor changes. Ensure ITIL compliance for all incidents and service calls Ensure KPI compliance for all incidents 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. Support Virtual Desktop Infrastructure hosted on Citrix Cloud Maintain Citrix CVAD, VDIs and other core Citrix Components Administration of WEM Application installation, publication in CITRIX environment Act on alerts received through SCOM, Citrix Director or other monitoring tools. Engineer should have minimum knowledge in scripting and should be able to automate reoccurring manual tasks Job Requirements Details: Providing support for Digital Work Place Virtualization (Daas/VDI) which is a critical role within the organization. Citrix 7.15, 7.1X,DaaS(Primary) Citrix PVS 7. X or higher Satisfactory experience on Citrix Technologies (Azure AVD, Citrix Cloud, MCS, PVS, App Layering, Citrix Policies, Citrix Gateway, StoreFront, Workspace and Director) Perform server health check-ups such as resource utilization, Zombie processes. Troubleshoot and resolve Citrix related issues. Research, recommend and implement additional systems in order to improve performance and stability. Perform all routine administration and maintenance, including patching, applying security updates, disaster recovery systems and creating/maintaining images. Well versed with ITSM tools like Servicenow , Remedy and processes. Windows Server 2008, 2012, 2016,2019,2022 Basic understanding of storage and connectivity fundamentals. Able to work with the SMEs to drive major incidents and work towards RCA. Should be able to help users with their day-to-day problems and project needs. Should be able to work under pressured and capable of managing major incident and complex change requests. Excellent interpersonal and communication skills, including strong listening skills Ability to create and manage Operational Runbooks , SOPs etc. Able to establish and run good operations and governance practices. ITIL Aware (Incident/Problem /Change Management). Manage SLA and Availability of Services. Should comply with security standards. Open for rotating in 24x7 shifts for production environment support and going on call Skills good to have:- Powershell - To provide automation of repitative task Show more Show less
