Cloud Support Engineer L1 Citrix

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