Gautam Buddha Nagar, Uttar Pradesh
Job Summary
As a Senior Administrator in Support & Operations, you will play a crucial role in delivering advanced technical support for Citrix Server environments. Your expertise will ensure effective troubleshooting and root cause analysis, driving improvements in our service delivery and enhancing customer satisfaction.
Key Responsibilities
1. Adhere To Quality Standards, Regulatory Requirements, And Company Policies While Providing Support For Citrix Server Environments.
2. Conduct Root Cause Analysis For Complex Incidents Escalated By Analysts, Implementing Effective Solutions To Resolve Technical And Security Issues In Citrix Infrastructure.
3. Manage And Update The Knowledge Base, Contribute To Training Programs For New Team Members, And Coach Analysts On Best Practices Related To Citrix Server Support.
4. Resolve Complex Support Tickets Within Agreed Slas, Collaborating With Cross-Functional Teams To Ensure Uninterrupted Operations And Maintain Security Posture.
5. Enhance Customer Experience And Csat Metrics Through Effective First Call Resolution, Minimizing Rejected Resolutions And Re-Open Cases While Addressing Potential Security Threats.
Skill Requirements
1. Advanced Proficiency In Citrix Server Administration And Troubleshooting.
2. Strong Understanding Of Citrix Technologies And Security Measures.
3. Experience With Incident Management And Root Cause Analysis Methodologies.
4. Familiarity With Knowledge Management Practices And Training Methodologies.
5. Excellent Problem-Solving Skills And Ability To Work Collaboratively In A Team Environment.
Other Requirements
1. Optional But Valuable Certifications: Citrix Certified Professional (Ccp), Citrix Certified Associate (Cca) In Virtualization
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