Assistant Manager - Citrix Support.MGN Pak- TECH - TOPS - End - User Services.MIT - PAKCOE

Job Purpose:
- The Senior Citrix Engineer is responsible for the design, implementation, and support of Citrix environments (both OnPrem and DaaS). This role ensures efficient delivery of Citrix infrastructure solutions that provide a seamless end-user experience while maintaining a highly available and secure system. The engineer manages the technical landscape, addresses performance bottlenecks, and proactively optimizes system resources, ensuring stability and alignment with business goals.

Key Result Areas:
- Design & Architecture:
- Develop and implement robust Citrix infrastructure strategies for both OnPrem and cloud environments.
- Design VDI solutions that align with organizational requirements, ensuring scalability, security, and high availability.
- Performance Optimization:
- Monitor and improve Citrix performance, focusing on reducing latency, addressing IOPS issues, and ensuring optimal resource allocation.
- Implement traffic routing strategies for effective load balancing and enhanced user experience.
- Cloud & OnPrem Integration:
- Oversee the migration of users from OnPrem to DaaS, ensuring minimal disruption and optimal resource utilization.
- Manage hybrid VDI environments and ensure smooth interoperation between OnPrem and cloud infrastructure.
- Troubleshooting & Support:
- Provide tier 2 & 3 support for critical issues, solving complex Citrix-related problems.
- Perform root cause analysis of recurring issues, implementing permanent solutions and documenting fixes.
- Security & Compliance:
- Ensure Citrix environments meet all regulatory requirements, applying patches, security updates, and maintaining proper access controls.
- Manage RBAC (Role-Based Access Control) to restrict access to sensitive information.
- Project Management:
- Lead projects related to Citrix infrastructure upgrades, including Citrix Cloud migrations and NetScaler tech refreshes.
- Coordinate with teams to ensure timely delivery of projects and address any blockers.

Knowledge, Skills and Experience:
1. Knowledge:
Citrix Technology Expertise:
In-depth understanding of Citrix Virtual Apps and Desktops, Citrix NetScaler, and Citrix Workspace Environment Management (WEM).
Strong knowledge of both OnPrem and cloud-based (DaaS) Citrix solutions, including hybrid environment configurations.
Expertise in traffic management, load balancing, resource optimization, and session management.
2. Cloud Infrastructure:
Good understanding of public and private cloud environments (Azure) and their integration with Citrix DaaS.
Knowledge of virtualization technologies like Hyper-V, VMware, and their integration with Citrix solutions.
3. Security & Compliance:
Knowledge of cybersecurity principles, especially related to virtual desktop infrastructure, encryption, access control, and security policies.
Understanding of regulatory compliance standards (e.g., GDPR, ISO 27001, PCI-DSS) and how they apply to Citrix environments.
4. Networking:
Knowledge of network protocols, VPN configurations, firewalls, and WAN optimization as they relate to Citrix and VDI deployments.
Familiarity with routing, traffic distribution, and managing latency issues in hybrid environments.
5. Skills:
Technical Skills:
Advanced troubleshooting skills, including performance monitoring, resource management, and issue resolution within Citrix environments.
Expertise in automation, scripting (e.g., PowerShell), and deployment methodologies for Citrix environments.
Proficiency in managing Citrix policies, profiles, and creating optimized machine catalogs and delivery groups.
6. Project Management:
Strong skills in managing projects, from planning and implementation to monitoring and evaluation, ensuring timely and successful execution.
Ability to balance multiple projects, including migrations, upgrades, and ongoing BAU activities.
7. Communication & Collaboration:
Strong interpersonal skills, with the ability to communicate technical concepts to both technical and non-technical stakeholders.
Experience in leading and collaborating with cross-functional teams (network, security, application, etc.) to align Citrix operations with business objectives.
8. Analytical & Problem Solving:
Strong analytical skills to evaluate system performance, diagnose complex issues, and implement long-term solutions.
Proactive in identifying potential risks or performance bottlenecks and implementing preventive measures.
9. Experience:
Experience in Citrix Administration:
8+ years of experience in managing Citrix environments (OnPrem and cloud), including design, deployment, and troubleshooting.
Experience in managing large-scale VDI environments with hundreds or thousands of users across multiple geographies.
Proven track record in managing Citrix Cloud migrations and hybrid Citrix deployments.
10. Infrastructure & Cloud Experience:
Experience working with public/private cloud platforms (e.g., Azure) and integrating them with Citrix DaaS solutions.
Familiarity with enterprise-scale infrastructure, including storage, networking, and virtualization technologies.
11. Project Leadership:
Experience leading infrastructure projects, particularly involving Citrix, including technology refreshes, cloud migrations, and performance optimizations.