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 24x7.
- Respond to incidents using defined runbooks.
- Perform proactive health checks on infrastructure.
- Collaborate with L2/L3 teams for escalations.
- Ensure accurate shift handovers and reporting.
About the role
Cloud Support Engineer L1 - Citrix DaaS / CVAD Operations
Zensar Technologies is seeking a Cloud Support Engineer to join our Citrix managed services team. As an L1 engineer, you will be the first line of defense for Citrix DaaS (Cloud) and CVAD environments, responsible for continuous monitoring, incident response guided by runbooks, and proactive health checks.
Key Responsibilities
Monitoring & Session Management
- Perform 24x7 eyes-on-glass monitoring of Citrix Director, Monitor, and Azure alerts.
- Monitor Cloud Connector availability, restart services, and validate tunnel health.
- Triage HDX/ICA latency, packet loss, and frame-rate alerts, escalating with diagnostic data.
Incident Response (P1-P4)
- Execute runbook-based resolutions for session launch failures, logon storms, and black screens.
- Classify and manage incidents according to 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 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 L2 team.
Runbook Execution & Shift Handover
- Execute SOPs for VDA reboots, certificate renewals, and patch verification.
- Produce daily health reports and contribute to weekly SLA dashboards.
- Ensure complete shift handover documentation with open incidents, actions, and pending items.
Required Skills & Experience
- 5+ years in Cloud Operations (SRE), with 2+ years hands-on with Citrix environments preferred.
- Strong Azure fundamentals: VDA hosting, Azure Monitor alerts, VM/networking operations.
- Proficiency in PowerShell or Bash for log parsing, alert triage, and automation.
- Strong runbook discipline and ability to execute SOPs accurately.
- Good understanding of latency, quality metrics, and ITSM tools.
- Knowledge of PagerDuty alerting.
- Experience with application configuration and common authentication failure troubleshooting.
- Excellent verbal and written English communication skills.
Nice to Have
- Citrix DaaS (Cloud) or CVAD administration (VDA lifecycle, session management).
- Citrix Director and Monitor dashboards experience for proactive fault identification.
- Understanding of HDX/ICA protocol.
- Exposure to ITSM-adjacent tooling like PagerDuty, Ansible playbooks, or CI/CD pipelines.
- Experience in a NOC or managed services delivery environment.
Key skills/competency
- Cloud Support Engineer
- Citrix DaaS
- CVAD
- Azure
- PowerShell
- Bash
- ITSM
- PagerDuty
- SRE
- NOC
Skills & topics
- Cloud Support Engineer
- Citrix DaaS
- CVAD
- Azure
- PowerShell
- Bash
- ITSM
- PagerDuty
- SRE
- NOC
- Cloud Operations
- Incident Response
- Remote Job
- Hybrid Job
- Full-Time
- Rotational Shifts
How to get hired
- Tailor your resume: Highlight your experience with Citrix DaaS, CVAD, Azure, and scripting (PowerShell/Bash) relevant to Cloud Support Engineer roles.
- Showcase SRE and NOC experience: Emphasize your background in cloud operations, monitoring, and incident response, aligning with Zensar Technologies' needs.
- Prepare for technical questions: Be ready to discuss your understanding of Azure fundamentals, ITSM tools, PagerDuty, and troubleshooting common authentication failures.
- Demonstrate runbook discipline: Be prepared to explain how you accurately follow Standard Operating Procedures (SOPs) and execute tasks without deviation.
- Highlight communication skills: Emphasize your strong verbal and written English communication for effective shift handovers and stakeholder updates.
Technical preparation
Master Azure fundamentals for VDA hosting.,Practice PowerShell/Bash for automation tasks.,Study Citrix Director and Monitor dashboards.,Understand HDX/ICA protocol and ITSM tools.
Behavioral questions
Describe a time you followed a strict runbook.,How do you handle high-pressure monitoring situations?,Explain a complex technical issue you escalated.,How do you ensure clear shift handover notes?
Frequently asked questions
- What are the core 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, managing incidents according to SLAs, and ensuring accurate shift handovers.
- What specific Citrix technologies are involved in this Cloud Support Engineer role?
- This role focuses on Citrix DaaS (Cloud) and CVAD (on-prem/hybrid) environments. Key areas include monitoring Citrix Director, Monitor, Cloud Connectors, and troubleshooting HDX/ICA protocols, with potential administration of VDA lifecycle and session management.
- What Azure knowledge is required for the Cloud Support Engineer L1 position?
- The role requires strong Azure fundamentals, specifically concerning VDA hosting on Azure, Azure Monitor alerts, and basic virtual machine and networking operations within the Azure cloud environment.
- Does Zensar Technologies require scripting experience for this Cloud Support Engineer job?
- Yes, good scripting skills in PowerShell or Bash are required for tasks such as log parsing, alert triage, and simple automation, which are crucial for effective cloud operations and support.
- What is the expected work arrangement for the Cloud Support Engineer L1 role at Zensar Technologies?
- This Cloud Support Engineer position offers a Remote or Hybrid work arrangement, allowing flexibility for candidates. It involves full-time employment with rotational shifts to cover 24x7 operations.
- How important is runbook discipline for this Cloud Support Engineer L1 role?
- Runbook discipline is critical. You must demonstrate the ability to accurately execute Standard Operating Procedures (SOPs) without deviation, ensuring consistent and reliable incident response and operational tasks.
- What ITSM tools are used by Zensar Technologies for this Cloud Support Engineer position?
- The role involves using ITSM tools for incident management, specifically Wolken ITSM and PagerDuty for alerting and incident classification, ensuring adherence to P1-P4 SLA targets.
- Are there opportunities for growth or advancement from this L1 Cloud Support Engineer role?