Description
The role is to own, support, maintain, and manage both operationally and tactically the complete Citrix XenApp and XenDesktop infrastructure including incidents, service requests, operational processes and project work. First level support is handled by the Service Desk and 2nd Level support and up is a shared responsibility of this role. It is a fast paced role with more than your average number of new applications and updates to deploy.
1.0 KEY ACCOUNTABILITIES
- Proactive incident and service request management and resolution within agreed SLA's
- Contribute to the development of new technology and product deliverables
- Work in partnership with internal and external application teams to ensure the timely delivery of application environments and new releases.
- Support the establishment and improvement of operational processes and work methods across the Citrix Infrastructure.
- Review and maintenance of Citrix environment to align with best practices and ensure optimal efficiency and security.
- Work in partnership with internal (other project teams) and external resources (eg 3rd party suppliers, vendors etc) to deliver against the EUT business plan and roadmaps
- Assist with the creation and implement of project schedules for delivering new technologies
- Support the delivery of infrastructure & technology to aggressive timescales
- Manage relationships with key internal and external stakeholders. Forge strong partnerships with both the business and the technology organization.
- Assistance in the delivery of high quality mainstream Citrix XenApp/XenDesktop, Application and Network infrastructure other company wide shared Infrastructure product delivery services to customers.
- Assessing and analysing functional specifications from project teams concerning their requirements for applications delivered on Citrix infrastructure that require the use of deployed or new infrastructure.
2.0 PERSON SPECIFICATION
a. Experience (Essential).
- Extensive Citrix App Delivery and Virtual Desktop Infrastructure systems and support experience from 2nd level support to design.
- Experience with Packaging, Profiling and deploying Applications.
- Experience with vendor or outsourced services environments.
- Experience working with enterprise level Citrix projects and assisting with solution definition and implementation.
- Solid hands on networking experience supporting Secure Access Gateway solutions, Citrix Netscaler, Two Factor authentication, Web Interface, SSL Certificates.
- AD and Group Policy design and remediation.
- Solid customer service skills with the ability to exceed service satisfaction standards.
- Experience working within a support environment based on an ITILv3 framework (Change, Release, Problem, Availability, Incident, Problem, etc) and delivering to SLA's
- Experience in working with third party service providers to deliver new services and support existing systems.
- Flexibility and diplomacy in dealing with sensitive matters within a pressured environment.
- Effective negotiation and influencing skills to resolve issues and deliver technology based solutions.
b. Qualifications
- Tertiary qualifications in IT or computer technology related disciplines or equivalent
- ITIL v3 certification or experience.
- CCA, CCEA (preferred)
c. Professional
- Virtual Desktop Computing - Citrix XenDesktop 5.
- Server Based Computing - Citrix XenApp 6
- Citrix Access Gateway/Netscaler
- Web Interface
- Citrix Provisioning Services
- Proven experience with Microsoft SCCM
- Proven experience with Microsoft Active Directory
- Application virtualization (App-V)
- Proven experience with PKI/Certificates
- Proven experience with Virtualisation Technologies (VMware)
- Unified Comms/Video Conferencing - Microsoft Lync/Cisco
- Operational, Service and Process improvement
- Supplier Management
- Remedy/Change Management