Citrix Service Owner - VDI & Desktop Support

Experience Required : 9 to 12 Years. Key Responsibilities : - Own and manage the VDI (Citrix) and Desktop Support services, including service design, delivery, and improvement. - Define and maintain service level agreements (SLAs) and key performance indicators (KPIs) to measure service performance. - Monitor service performance and identify areas for improvement. - Develop and maintain service documentation, including standard operating procedures (SOPs) and knowledge base articles. - Manage service budgets and resources effectively. - Oversee the design, implementation, and maintenance of the Citrix environment, including Citrix Virtual Apps and Desktops, Citrix ADC, and Citrix Workspace. - Ensure the stability, performance, and security of the Citrix infrastructure. - Troubleshoot and resolve complex Citrix-related issues. - Plan and execute Citrix upgrades and migrations. - Implement and manage Citrix policies and profiles. - Lead and manage the desktop support team, providing guidance and mentorship. - Ensure timely and effective resolution of desktop support incidents and service requests. - Manage the desktop hardware and software lifecycle, including procurement, deployment, and decommissioning. - Implement and maintain desktop security policies and procedures. - Manage and improve the end user experience. - Lead incident and problem management efforts for VDI and Desktop Support services. - Identify root causes of recurring incidents and implement permanent solutions. - Develop and maintain incident and problem management processes and procedures. - Manage changes to the VDI and Desktop Support environments in accordance with change management policies and procedures. - Ensure that changes are implemented with minimal disruption to users. - Participate in change advisory board (CAB) meetings. - Manage relationships with vendors providing VDI and Desktop Support related products and services. - Negotiate contracts and ensure vendor performance meets expectations. - Communicate effectively with stakeholders at all levels, including users, management, and vendors. - Provide regular updates on service performance and initiatives. - Gather user feedback and incorporate it into service improvements. - Identify and implement opportunities for service improvement and automation. - Stay up-to-date on the latest VDI and Desktop Support technologies. - Participate in industry events and training. Required Skills and Experience : - Bachelor's degree in Computer Science, Information Technology, or a related field. - Proven experience as a Service Owner or similar role, with a strong focus on VDI and Desktop Support. - Extensive experience with Citrix Virtual Apps and Desktops, Citrix ADC, and Citrix Workspace. - Strong understanding of desktop operating systems (Windows, macOS, Linux). - Experience with desktop management tools (SCCM, Intune). - Strong understanding of ITIL framework and service management best practices. - Excellent troubleshooting and problem-solving skills. - Strong communication and interpersonal skills. - Experience managing budgets and resources. - Experience with incident and problem management. - Experience with change management. - Experience leading a technical team. Preferred Qualifications : - Citrix certifications (Citrix Certified Associate - Virtualization, Citrix Certified Professional - Virtualization). - ITIL certifications (ITIL Foundation). - Experience with cloud-based VDI solutions (Azure Virtual Desktop). - Experience with powershell scripting. - Experience with end user experience monitoring tools. (ref:hirist.tech)

Location: trivandrum, IN

Posted Date: 4/19/2025