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 VDA and session issues.
- Execute routine operational tasks.
- Communicate effectively during handovers.
About the role
Cloud Support Engineer L1
Citrix DaaS / CVAD Operations | Zensar Technologies
Remote / Hybrid | Full-Time | Rotational Shifts (24x7)
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.
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
- 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.
Key skills/competency
- Cloud Support Engineer
- Citrix DaaS
- CVAD
- Azure
- PowerShell
- Bash
- ITSM
- PagerDuty
- Monitoring
- Incident Response
Skills & topics
- Cloud Support Engineer
- Citrix DaaS
- CVAD
- Azure
- PowerShell
- Bash
- ITSM
- PagerDuty
- Monitoring
- Incident Response
- SRE
- Cloud Operations
- Remote
- Hybrid
- 24x7
How to get hired
- Tailor your resume: Highlight your Cloud Operations, SRE, Azure, and Citrix experience.
- Showcase scripting skills: Emphasize your PowerShell or Bash proficiency for automation and log parsing.
- Demonstrate runbook discipline: Provide examples of accurately following SOPs in previous roles.
- Prepare for technical questions: Be ready to discuss troubleshooting scenarios for Citrix and Azure environments.
- Understand shift work: Be prepared to discuss your experience with 24x7 rotational shifts.
Technical preparation
Master Azure fundamentals for VDA hosting.,Practice PowerShell/Bash for automation.,Study Citrix Director and Monitor.,Familiarize with ITSM and PagerDuty.
Behavioral questions
Describe a complex incident you resolved.,How do you handle pressure during outages?,Explain your runbook execution process.,How do you ensure clear shift handovers?
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, your primary responsibilities include 24x7 monitoring of Citrix DaaS and CVAD environments, performing eyes-on-glass monitoring, executing runbook-driven incident response, and conducting proactive health checks. You will also handle incident classification, triage, and escalation as needed.
- What specific Citrix technologies are involved in this role?
- This role focuses on Citrix DaaS (Cloud) and CVAD (on-prem/hybrid) environments. Experience with Citrix Director, Monitor, HDX/ICA protocol, and VDA lifecycle management is highly beneficial.
- What Azure knowledge is required for the Cloud Support Engineer L1 position?
- Strong Azure fundamentals are required, including VDA hosting on Azure, Azure Monitor alerts, and basic VM/networking operations. This is crucial for monitoring and troubleshooting the cloud infrastructure.
- Does this Cloud Support Engineer role require on-site presence?
- No, this Cloud Support Engineer role is listed as Remote/Hybrid, offering flexibility in your work location.
- What kind of shift work is expected for this Cloud Support Engineer L1 role?
- This Cloud Support Engineer L1 position requires adherence to rotational shifts, operating 24x7. This means you should be prepared for a schedule that covers all times of the day and night.
- What scripting skills are beneficial for this Cloud Support Engineer L1 position?
- Proficiency in scripting languages like PowerShell or Bash is highly beneficial for log parsing, alert triage, and simple automation tasks within the Citrix and Azure environments.
- How important is ITSM knowledge for this role?
- Good understanding of ITSM tools and PagerDuty alerting is important for this Cloud Support Engineer L1 role, as it involves incident management, classification, and alerting processes.
- What is the expected experience level for this Cloud Support Engineer L1 position?
- The role requires 5+ years in Cloud Operations (SRE) and ideally 2+ years of hands-on experience with Citrix environments. This indicates a mid-career to senior level of expertise is sought.