Cloud Support Engineer L1 Citrix

Cloud Support Engineer L1 Citrix

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.

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.

Required Skills & 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

• Citrix DaaS (Cloud) or CVAD (on-prem/hybrid) administration - VDA lifecycle, session management.
• Citrix Director and Monitor dashboards - proactive fault identification and triage.
• 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.

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

• Citrix DaaS
• Cloud Support Engineer
• Azure
• PowerShell
• PagerDuty
• ITSM
• NOC
• Managed Services
• SRE
• Incident Response