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 and CVAD environments 24/7.
- Respond to incidents using runbooks.
- Troubleshoot VDA and session issues.
- Utilize ITSM and PagerDuty for alerts.
- Execute SOPs for daily tasks.
About the role
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
Skills & topics
- Cloud Support Engineer
- Citrix DaaS
- CVAD
- Azure
- SRE
- L1 Support
- Managed Services
- NOC
- PowerShell
- ITSM
- PagerDuty
- Incident Response
- Remote
- Hybrid
- Full-Time
How to get hired
- Tailor your resume: Highlight Citrix DaaS/CVAD, Azure, PowerShell, and ITSM experience.
- Showcase runbook discipline: Emphasize your ability to follow SOPs accurately.
- Quantify achievements: Use data to demonstrate your impact in monitoring and incident response.
- Prepare for technical questions: Be ready to discuss Azure fundamentals and scripting.
- Understand shift work: Demonstrate flexibility for rotational shifts and 24x7 support.
Technical preparation
Behavioral questions
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 responsible for 24x7 monitoring of Citrix DaaS and CVAD environments, executing runbook-driven incident responses, performing proactive health checks, and managing incidents according to SLA targets. You will also handle VDA and session troubleshooting, and ensure smooth shift handovers.
- What technical skills are essential for this Cloud Support Engineer role at Zensar?
- Essential technical skills include 5+ years in Cloud Operations (SRE), strong Azure fundamentals (VDA hosting, Azure Monitor), and good scripting abilities in PowerShell or Bash. A strong understanding of ITSM tools, PagerDuty alerting, and application configuration troubleshooting is also crucial.
- Is this Cloud Support Engineer position remote or hybrid?
- This Cloud Support Engineer position is offered as a Remote or Hybrid role, providing flexibility for candidates.
- Does Zensar Technologies offer opportunities for growth within the Cloud Support Engineer role?
- Yes, Zensar Technologies emphasizes growth and development. While this is an L1 role, experience in managed services and exposure to various tools can pave the way for advancement into L2/L3 roles within Citrix or other cloud environments.
- What does 'Rotational Shifts (24x7)' mean for this Cloud Support Engineer job?
- Rotational Shifts (24x7) means you will be part of a team that provides continuous support. Your schedule will involve rotating shifts to cover all hours of the day and night, ensuring round-the-clock coverage for the Citrix environments.
- What is the significance of 'runbook-driven incident response' in this role?
- Runbook-driven incident response means you will follow pre-defined, documented procedures (runbooks/SOPs) to resolve common issues. This ensures consistency, accuracy, and efficiency in troubleshooting and incident management for the Citrix DaaS/CVAD environments.
- How does Zensar Technologies approach employee well-being in this Cloud Support Engineer role?
- Zensar Technologies prioritizes employee well-being by fostering an environment where individuality is celebrated, growth is encouraged, and well-being is prioritized. They aim to support employees in being their best selves.