Cloud DevOps -Build & Engineering-AWS
Zensar Technologies · Pune Division, Maharashtra, India
- On site
- Full-time
- $75,000 / year
- Pune Division, Maharashtra, India
Job highlights
- Monitor Citrix DaaS/CVAD environments 24x7.
- Respond to incidents using runbooks.
- Troubleshoot and escalate technical issues.
- Collaborate with L2/L3 support teams.
- Execute operational tasks and reporting.
About the role
Role Overview
Zensar Technologies is looking for a Cloud Support Engineer to join our Citrix managed services team. The L1 engineer is the first line of defence for Citrix DaaS (Cloud) and CVAD environments, performing eyes-on-glass monitoring, runbook-driven incident response, and proactive health checks around the clock.Required Skills & Experience
- Experience: 5+ years in Cloud Operations (SRE); good to have 2+ years hands-on with Citrix environments
- Strong Azure fundamentals - VDA hosting on Azure, Azure Monitor alerts, basic VM / networking operations
- Good scripting in PowerShell or Bash for log parsing, alert triage, and simple automation.
- Strong runbook discipline - ability to execute SOPs accurately without deviation.
- Good Understanding of latency, and quality metrics.
- Good understanding of ITSM tools Knowledge and PagerDuty alerting.
- App configuration and common auth-failure troubleshooting.
- Good verbal and written English communication for shift handover and stakeholder updates.
Nice to Have
- Good to have: Citrix DaaS (Cloud) or CVAD (on-prem/hybrid) administration - VDA lifecycle, session management.
- Good to have: Citrix Director and Monitor dashboards - proactive fault identification and triage.
- Good to have: Understanding of HDX/ICA protocol, Exposure to any ITSM-adjacent tooling: PagerDuty, Ansible playbooks, or CI/CD pipelines.
- Experience in a NOC or managed services delivery environment.
Key Responsibilities
Monitoring & Session Management
- Perform 24x7 eyes-on-glass monitoring of Citrix Director, Monitor, and Azure-based alerts.
- Monitor Cloud Connector availability; restart Connector services and validate tunnel health.
- Triage HDX/ICA latency, packet loss, and frame-rate alerts; escalate with diagnostic data.
Incident Response (P1-P4)
- Execute runbook-based resolutions for session launch failures, logon storms, and black screens.
- Classify and manage incidents per P1-P4 SLA targets using Wolken ITSM and PagerDuty.
- Perform StoreFront authentication failure triage and store enumeration checks.
- Escalate unresolved or P0/MIM-level incidents to L2/L3 (CSG/Citrix) with a complete handover note.
Machine Catalog & Delivery Group
- Monitor MCS provisioning status and machine power states in Citrix Cloud.
- Verify Delivery Group availability and report capacity anomalies to the on-call L2 team.
Runbook Execution & Shift Handover
- Execute SOPs for VDA reboots, certificate renewals, and patch verification tasks.
- Produce daily health reports and contribute to weekly SLA dashboards.
- Ensure complete shift handover documentation with open incidents, actions taken, and pending items.
About Us
At Zensar, we’re “experience-led everything”. We are committed to conceptualizing, designing, engineering, marketing, and managing digital solutions and experiences for over 130 leading enterprises. We are a company driven by a bold purpose: Together, we shape experiences for better futures. Whether for our clients, our people, or the world around us, this belief powers everything we do. At the heart of our culture is ONE with Client - a set of four core values that reflect who we are and how we work: One Zensar, Nurturing, Empowering, and Client Focus. Part of the $4.8 billion RPG Group, we’re a community of 10,000+ innovators across 30+ global locations, including Milpitas, Seattle, Princeton, Cape Town, London, Zurich, Singapore, and Mexico City. Explore Life at Zensar and join us to Grow. Own. Achieve. Learn. to be the best version of yourself. We believe the best work happens when individuality is celebrated, growth is encouraged, and well-being is prioritized. We are an equal employment opportunity (EEO) and affirmative action employer, committed to creating an inclusive workplace. All qualified applicants will be considered without regard to race, creed, color, ancestry, religion, sex, national origin, citizenship, age, sexual orientation, gender identity, disability, marital status, family medical leave status, or protected veteran status.Key skills/competency
Cloud Support, Citrix DaaS, CVAD, Azure, PowerShell, Bash, ITSM, PagerDuty, Incident Response, MonitoringSkills & topics
- Cloud Support Engineer
- L1 Support
- Citrix DaaS
- CVAD
- Azure
- PowerShell
- Bash
- ITSM
- PagerDuty
- Incident Response
- Monitoring
- SRE
- Remote
- Hybrid
- Full-Time
- Rotational Shifts
How to get hired
- Tailor your resume: Highlight your experience with Citrix DaaS, CVAD, Azure, and ITSM tools.
- Showcase scripting skills: Emphasize your PowerShell or Bash scripting abilities for automation and log parsing.
- Demonstrate operational discipline: Prove your ability to follow runbooks and SOPs accurately.
- Ace the interview: Be prepared to discuss your troubleshooting process for common Citrix and Azure issues.
- Highlight communication skills: Prepare to explain your experience with shift handovers and stakeholder updates.
Technical preparation
Master Azure fundamentals and VDA hosting.,Become proficient in PowerShell or Bash.,Understand ITSM tools and PagerDuty.,Practice runbook execution and log parsing.
Behavioral questions
Describe a critical incident you resolved.,How do you handle shift handovers?,How do you ensure accuracy in runbooks?,How do you stay updated with tech trends?
Frequently asked questions
- What are the primary responsibilities of a Cloud Support Engineer L1 at Zensar Technologies?
- As a Cloud Support Engineer L1 at Zensar Technologies, you will be the first line of defense for Citrix DaaS and CVAD environments. This includes performing 24x7 monitoring, executing runbook-driven incident response, conducting health checks, and escalating complex issues to higher support tiers.
- What technical skills are essential for this Cloud Support Engineer L1 role?
- Essential technical skills include strong Azure fundamentals, experience with VDA hosting on Azure, Azure Monitor alerts, basic VM/networking operations, and proficiency in PowerShell or Bash scripting. A good understanding of latency and quality metrics, along with ITSM tools and PagerDuty alerting, is also crucial.
- Is experience with Citrix environments a requirement for the Cloud Support Engineer L1 position?
- While not strictly required, having 2+ years of hands-on experience with Citrix environments (Citrix DaaS/CVAD administration) is highly desirable. This includes experience with VDA lifecycle, session management, and Citrix Director/Monitor dashboards for proactive fault identification.
- What is the work arrangement for the Cloud Support Engineer L1 role at Zensar Technologies?
- This position offers a Remote or Hybrid work arrangement. It also involves rotational shifts, operating 24x7, to ensure continuous support for the Citrix managed services.
- How does Zensar Technologies foster a positive work environment for its employees?
- Zensar Technologies emphasizes an 'experience-led everything' approach, focusing on conceptualizing, designing, and managing digital solutions. They champion a culture of 'ONE with Client' and core values like Nurturing, Empowering, and Client Focus. They also prioritize employee growth, well-being, and celebrating individuality.
- What opportunities for growth are available at Zensar Technologies?
- Zensar encourages employees to 'Grow. Own. Achieve. Learn.' They are committed to fostering an environment where growth is encouraged and individuals can become the best version of themselves. This is supported by their inclusive workplace culture and focus on employee well-being.