Job Description

ROLE REQUIREMENTS:

As a Citrix-VDI L3 Engineer of his/her team, he/she:
Support on all escalated incidents from L1 & L2
Tasks and alert management
Change management – Preparation of roadmaps, execution of RFC
End to end support for Citrix, VDI Infrastructure Globally.
Service improvement contributions.
Problem tickets task actions
Assign incidents and tasks in timely manner via ticketing tool.
Animates the team to encourage collaboration and sharing of best practices.
Has a role in supporting technical skills development and provides training when required.
Documents, reviews, maintains and shares relevant technical information to the team
Provides technical direction, supports services both proactively and reactively to maintain the availability and reliability of system infrastructure in accordance to the SLA
Implements and develops improvements based on LEAN-CA-CIB best practices,
Focuses on automation and optimum use of the team to improve efficiency.
Reviews technology changes to identify potential risks
supports his/her team during diagnosis when technical issues rise in his/her scope of expertise,
Guarantees the production readiness for day-to-day operations.
is available and able to drive technically severity incidents that occur within the scope of their role
Actively engages to understand new technologies and technology trends and reviews them with a view to incorporating them into CACIB operations.
Perform health checks as defined and take respective actions.
Responsible for service request, change, escalate incidents and other tasks
Maintain programmable code outlined in technical instructions and specifications for operating systems.
facilitates collaboration and spread of information from and to the team,
participates to the department’s activities including brainstorming, team building and other team or transversal actions,
fosters innovation mindset,
focus on automation and optimum use of the team to improve efficiency

Qualifications/Education Required:
At least a Bachelor’s degree in any of these faculties: Computer Science / Information Technology / Programming & Systems Analysis / Science (Computer Studies)

Experience Required:

Minimum 9+ years of experience in managing an Enterprise Citrix environment, preferably in financial sector.
Microsoft and Citrix certification such as MSCA and CCA is preferred.
Strong experience with CVAD 7.x, PVS, Windows 2016 environment and latest versions of the product.
Experience with Provisioning Services on Windows 2016, Hyper-V and Net Scaler/ADC
In-depth working knowledge of Altiris deployment tools, Appsense/Ivanti and Visual Basic, PowerShell scripting.
Prior working experience with Virtualization, VDI management and application packaging will be highly advantageous.
Must be able to perform in 24 x 7 environment and to attend to on-call basis whenever required.
Customer service oriented, able to work in a dynamic and fast paced environment.
Excellent communication, interpersonal and troubleshooting skills.
Must be self-motivated and directed and demonstrate a keen attention to detail and possess the ability to work autonomously.

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Do

**Provide adequate support in architecture planning, migration & installation for new projects in own tower (platform/dbase/ middleware/ backup)**
	- Lead the structural/ architectural design of a platform/ middleware/ database/ back up etc. according to various system requirements to ensure a highly scalable and extensible solution

	- Conduct technology capacity planning by reviewing the current and future requirements

	- Utilize and leverage the new features of all underlying technologies to ensure smooth functioning of the installed databases and applications/ platforms, as applicable

	- Strategize & implement disaster recovery plans and create and implement backup and recovery plans

**Manage the day-to-day operations of the tower**
	-  Manage day-to-day operations by troubleshooting any issues, conducting root cause analysis (RCA) and developing fixes to avoid similar issues.

	- Plan for and manage upgradations, migration, maintenance, backup, installation and configuration functions for own tower

	- Review the technical performance of own tower and deploy ways to improve efficiency, fine tune performance and reduce performance challenges

	- Develop shift roster for the team to ensure no disruption in the tower

	- Create and update SOPs, Data Responsibility Matrices, operations manuals, daily test plans, data architecture guidance etc.

	- Provide weekly status reports to the client leadership team, internal stakeholders on database activities w.r.t. progress, updates, status, and next steps

	- Leverage technology to develop Service Improvement Plan (SIP) through automation and other initiatives for higher efficiency and effectiveness

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Team Management

**Resourcing**
	- Forecast talent requirements as per the current and future business needs

	- Hire adequate and right resources for the team

	- Train direct reportees to make right recruitment and selection decisions

**Talent Management**
	- Ensure 100% compliance to Wipro’s standards of adequate onboarding and training for team members to enhance capability & effectiveness

	- Build an internal talent pool of Hi Pos and ensure their career progression within the organization

	- Promote diversity in leadership positions

**Performance Management**
	- Set goals for direct reportees, conduct timely performance reviews and appraisals, and give constructive feedback to direct reports.

	- Ensure that organizational programs like Performance Nxt are well understood and that the team is taking the opportunities presented by such programs to their and their levels below

**Employee Satisfaction and Engagement**
	- Lead and drive engagement initiatives for the team

	- Track team satisfaction scores and identify initiatives to build engagement within the team

	- Proactively challenge the team with larger and enriching projects/ initiatives for the organization or team

	- Exercise employee recognition and appreciation

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Deliver

		No
		Performance Parameter
		Measure
		1
		Operations of the tower
		SLA adherence

		Knowledge management

		CSAT/ Customer Experience

		Identification of risk issues and mitigation plans

		Knowledge management
		2
		New projects
		Timely delivery

		Avoid unauthorised changes

		No formal escalations

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