Job Summary

As a Subject Matter Expert in Citrix Server, you will play a critical role in ensuring the timely resolution of escalations and incidents, adhering to service level agreements and quality standards. Your expertise will be essential in enhancing operational efficiency, mentoring team members, and fostering effective communication with business stakeholders to drive customer satisfaction.

Key Responsibilities

1. Ensure On-Time Resolution And Quality Compliance Of Escalated Tickets And Incidents Related To Citrix Server, Adhering To Agreed Slas To Maintain Operational Excellence.
2. Mentor Administrators And Team Members, Prepare Standard Operating Procedures, And Maintain Effective Documentation To Enhance Team Knowledge And Efficiency.
3. Validate Change Order Implementation Plans And Ensure Compliance With Human Error Protocols While Actively Participating In Capacity Planning For Citrix Environments.
4. Foster Positive Customer Feedback And Satisfaction By Engaging In Customer Meetings To Understand And Address Issues Related To Citrix Services.
5. Conduct And Validate Analyses Such As Root Cause Analysis And Trend Analysis, Presenting Findings To Key Business Stakeholders To Enhance Performance And Decision-Making.

Skill Requirements

1. Expert Knowledge Of Citrix Server Technologies And Functionalities.
2. Strong Analytical And Problem-Solving Skills To Manage Escalations And Incidents Effectively.
3. Proficient In Developing And Maintaining Operational Documentation And Sops.
4. Excellent Communication And Presentation Skills For Stakeholder Engagement.
5. Familiarity With Capacity Planning And Change Management Processes.

Other Requirements

1. Itil Foundation Certification Is Recommended But Not Mandatory.
2. Citrix Certified Expert Virtualization (Cce-V) Is Optional But Valuable