Job Summary

The Subject Matter Expert for Support & Operations plays a pivotal role in ensuring timely resolution of escalations and incidents within the Citrix Cloud environment. This position is crucial for maintaining high standards of quality compliance and customer satisfaction, directly impacting the effectiveness of our support operations and enhancing our service delivery.

Key Responsibilities

1. Ensure On-Time Resolution And Quality Compliance Of Escalated Tickets In The Citrix Cloud Environment By Analyzing Incidents According To Agreed Slas And Quality Standards.
2. Mentor Team Members And Administrators On Citrix Cloud Best Practices, Prepare Standard Operating Procedures, And Maintain Effective Documentation To Enhance Operational Efficiency And Knowledge Sharing.
3. Validate Change Order Implementation Plans And Ensure Human Error Compliance, Actively Participating In Capacity Planning To Optimize Resource Allocation.
4. Foster Positive Customer Relationships By Actively Participating In Customer Meetings To Understand And Address Issues, Ensuring Customer Feedback And Satisfaction Are Prioritized.
5. Validate And Analyze Performance Metrics, Including Root Cause Analysis And Trend Analysis, Preparing Comprehensive Reports For Presentation To Key Business Stakeholders To Facilitate Informed Decision-Making.

Skill Requirements

1. In-Depth Knowledge Of Citrix Cloud Technologies And Support Operations.
2. Strong Analytical Skills And Problem-Solving Abilities Related To Incident Management.
3. Excellent Communication And Presentation Skills To Effectively Engage With Stakeholders.
4. Familiarity With Capacity Planning And Change Management Processes.
5. Proficient In Documenting Processes And Best Practices To Promote Knowledge Sharing.

Other Requirements

1. Citrix Certified Associate Virtualization (Cca-V) Certification Is Optional But Valuable.
2. Itil Foundation Certification Is Optional But Valuable