TQuanta Technologies - Citrix Engineer - NetScaler/XenDesktop (3-7 yrs)

Support Engineer for Backend Services - Citrix

IT Client Services - Client Technology Workplace (CTW)

ABOUT SAP :

As market leader in enterprise application software, SAP helps companies of all sizes and industries run better. From back office to boardroom, warehouse to storefront, desktop to mobile device - SAP empowers people and organizations to work together more efficiently and use business insight more effectively to stay ahead of the competition.

PURPOSE AND OBJECTIVES :

IT Services - Client Technology Workplace (CTW) is the global provider of client workspace related technologies such as WTS/VDI, OS/SW deployment and Client Management and protection services. We deliver services both to SAP internally as well as for external SAP partners, vendors and customers. We ensure the rock-solid operations for the services in scope across the globe following the sun, through a combination of managed service and internal experts.

The backend services team consists of 15+ engineers and is responsible for providing support to IT operations and monitoring of all CTW services to all SAP employees on a 24/7 basis. The support includes activities like Server Imaging, Patching, Virtualization, Operating System Support and Monitoring, SQL administration.

Citrix Environment : CTW Virtualization services provides various virtual desktop services for SAP employees and partners to access their desired applications and perform mission critical tasks securely and flexibly from anywhere and any device.

Several Citrix technologies are used in the SAP virtualization infrastructure for delivering the services to the users viz :

- XenDesktop

- Provisioning Services

- XenServer

- NetScaler

- StoreFront

- Citrix Cloud Platform

Citrix Environment has :

- Over 1,200 virtual Citrix XenDesktop

- Citrix Receiver (for Client devices)

- Citrix Receiver for HTML5 (for supported browsers on Client devices only)

As a Citrix Engineer, you will be part of the IT CTW backend support operations team.

EXPECTATIONS AND TASKS :

Technical Tasks :

Responsible for performing the correct troubleshooting of tickets for Citrix environment as mentioned below and resolving the tickets :

- Installation / configuration/ managing XenDesktop farm (latest version 7.x)

- Advanced - Should be managing Xen Server farm at multiple sites.

- Creation of Citrix VM/Clone providing them via provisioning server

- Backup/hot fix installation on XenServer

- Installation/configuration XenDesktop (7.x Version)

- Publishing applications via Citrix Studio

- Handle all tickets escalated by Field IT or Service Desk or forwarded from other service teams.

- Build/test Citrix/WTS software packages based on SAP release cycles

- Publish, update and support Citrix/WTS software packages

- Apply common updates on published apps (McAfee, Microsoft, Citrix patches)

- Support and maintain test & production environment

- Support and maintain all scripts / settings that are used in the environment

- Build/deploy/decommission virtual servers (IMAC activities)

- Maintain access to the gateway via Citrix NetScaler for authorized users

- Provide access to the environment via predefined groups in SAP directory services

- Perform evaluation and testing of any new Citrix client

- Perform periodic and emergency systems maintenance including patching.

- Coordinate with third-party suppliers and SAP internal departments on related support activities.

- Support multi-cloud platforms.

Process Expectations :

- Follow agreed processes and procedures for ticket resolution.

- Have a pro-active approach to identify, co-ordinate and resolve tickets

- Be a team player and interact/help team members/cross functional teams to achieve faster issue resolution

- Follow/improve SLA resolution timings.

- Adhere to incident, problem and change management processes.

- Participate in team meetings as per the agreed governance model.

- Engage SAP CTW experts, if required as per service catalog RACI. Work to reduce the ticket assignment to Experts group

- Participate and contribute in continual service initiatives/improvements.

- Assist operation line manager in meeting program objectives.

- Contribute to create and update the knowledge articles. Update documents and share them with the operation line manager for review and approval.

- Keep updated on new technologies and request training if needed.

- Communicate with identified users appropriately via all approved media.

- Adhere to shift timings and complete the assigned tasks

- Hand-off pending issues/tasks to in-coming shift with all details, as per the defined process

- Act as a backup resource, as/when needed.

EDUCATION AND QUALIFICATIONS / SKILLS AND COMPETENCIES :

- University degree or equivalent work experience

Expert knowledge of :

- Citrix XenServer.

- Citrix XenDesktop widely deployed in the market and still current

- PVS

- StoreFront

- NetScaler

- Citrix Cloud

- MS Windows platforms widely deployed in the market and still current

Good Knowledge of :

- SCCM

- SCOM

- PowerShell

- Storage

- Network

Desired :

- Basic knowledge of MS SQL

- Certification in Citrix is an added advantage

- Good knowledge of administration of NetScaler & StoreFront

- Troubleshooting Citrix based problems with good understanding of fundamentals

- Open to work in 24/7 support shifts, as per operational requirement.

- Ability to plan and execute patch plan for SQL server

- Experience with ITIL processes especially incident, change and problem management

- Ability to think independently and have the ability to find solutions to complex issues from different sources

- Coordinate with various teams for the daily operations, plan and execute scheduled activities.

- Willingness to learn new skills and technologies.

- Ability to make quick decisions, assume leadership without supervision, able to assume a role of authority as necessary.

- A keen eye for detail and a result driven approach

- Effective analysis : Ability to listen, analyze and summarize.

- Ability to work in stressful situations. Conflict management skills is a plus.

- Customer and team-work oriented.

- Outstanding communication skills. Excellent English written and oral communication skills

WORK EXPERIENCE :

- More than 5 years of Experience in IT with a minimum 2 years in Citrix administration

- Experience in working in a large organization with globally distributed personnel, functions and operations.

- Software Industry experience strongly preferred.

LOCATION : Bangalore, SRJ Park, India

EXPECTED TRAVEL : Travel up to 10 days a year if required, but not compulsory

SAP'S DIVERSITY COMMITMENT

To harness the power of innovation, SAP invests in the development of its diverse employees. We aspire to leverage the qualities and appreciate the unique competencies that each person brings to the company.