Job Summary

The Subject Matter Expert (Support & Ops) plays a critical role in ensuring the timely resolution of escalated incidents while maintaining high standards of quality and customer satisfaction. This position involves leveraging expertise in Citrix Virtual Desktops Essentials to facilitate efficient operations and contribute to continuous improvement initiatives.

Key Responsibilities

1. Ensure Timely Resolution And Compliance With Quality Standards For Escalated Incidents By Utilizing Citrix Virtual Desktops Essentials, Adhering To Agreed Slas To Enhance Operational Efficiency.
2. Mentor Team Members And Administrators While Preparing Standard Operating Procedures (Sops) And Maintaining Comprehensive Documentation To Foster Knowledge Sharing And Operational Excellence.
3. Validate Change Order Implementation Plans And Human Error Compliance, Actively Participating In Capacity Planning To Ensure Optimal Resource Allocation And Performance.
4. Actively Participate In Customer Meetings, Utilizing Effective Communication Skills To Understand And Address Customer Issues, Thereby Ensuring Positive Feedback And Satisfaction.
5. Validate And Present Analyses Such As Root Cause Analysis And Trend Analysis, Leveraging Insights To Facilitate Performance Improvements And Strategic Discussions With Key Business Stakeholders.

Skill Requirements

1. Strong Proficiency In Citrix Virtual Desktops Essentials
2. Solid Understanding Of Incident Management Processes And Best Practices
3. Excellent Communication And Mentoring Skills
4. Familiarity With Capacity Planning And Change Management
5. Proficient In Data Analysis Techniques And Reporting

Other Requirements

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