Job Overview
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The position is responsible for overseeing the operation, implementation and improvement of Citrix on-premise solutions across multiple global data centers. This includes leading a team that handles support, administration, monitoring, troubleshooting and participating in projects to enhance service and productivity.
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Key Responsibilities
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* Provide advanced technical support to delivery teams for escalated issues.
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* Conduct root-cause analysis for critical incidents and problems.
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* Collaborate with vendors to obtain support, updates and planning as required.
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* Take ownership of designated technologies covering the Citrix environment and platforms.
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* Ensure internal documentation is up-to-date and shared centrally with the team.
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* Evaluate the Citrix environment continuously and plan for future capacity and technology changes.
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* Partner with stakeholders to create Citrix solutions meeting business needs.
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* Develop documents defining SLAs, SOWs and other business requirements.
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* Directly manage a 24x7 support team.
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