Cloud Software Group/Citrix Performance Continuity Services (PCS) supports, manages, reports, and monitors our customer's Cloud Software Group (CSG)/Citrix production environment(s), leveraging our experience, technical knowledge, and ITIL expertise.
Our team is responsible for providing reactive, proactive, and preventative services, serving as trusted advisors who understand our customer's environments and work as an extension of their IT Operations team.
In practice, PCS is primarily responsible for delivering the following operational services in our customer's CSG/Citrix production environment(s):
Incident management resolves incidents received from the customer (in alignment with SLAs) and/or that were created to address alerts from the PCS monitoring system.
Change management attends weekly customer change review board meetings, writes/submits change tickets, and performs changes during customer change windows (typically after-hours).
Problem management analyzes the customer's incident history to determine if any
trends/patterns represent an underlying problem, and if so, work with the customer to initiate an effort to address it.
Event management investigates alerts received from the PCS monitoring system and
determines proper actions to address these alerts.
Request fulfillment fulfills CSG/Citrix-related service requests received from the customer.
Environment management functions include managing/administering's CSG/Citrix/NetScaler
technologies and components within the production environment, updating CSG/Citrix/NetScaler
Reports deliver weekly, monthly, and quarterly reports containing key ticketing system
metrics and other information relevant to decision-making.
**Job Description**:
Within PCS, the Lead Technical Consultant is responsible for performing the following tasks to support PCS clients:
Troubleshooting, resolving, and closing all critical and high-severity (P1/P2) incidents and all incidents escalated from the Service Desk.
Performing regular and emergency changes as defined by the client.
Fulfilling service requests that can be implemented via a standard change.
Maintaining accurate and timely ticketing system data (e.g.
detailed ticket notes, accurate ticket status, following up on tickets to avoid excessive ticket aging, etc.).
Configuring and managing the monitoring solution for CSG/CSG/Citrix/NetScaler and related ancillary technologies, including helping to establish baselines and adjusting threshold values as needed.
Analyzing monitoring metrics and alerts to identify patterns/trends, make correlations, and provide actionable information.
The success of the Technical Consultant will be measured by the individual's ability to
perform the above-mentioned tasks efficiently, and act professionally that elicits a high
customer Net Promotor Score (NPS), and act as a CSG/CSG/Citrix/NetScaler technical authority.
**Responsibilities**:
Troubleshoot complex technical issues in a CSG/Citrix environment.
Possess strong written and verbal communication skills.
Obtain ITIL and CSG/Citrix technical certifications within the first 6-12 months in this role.
Possess an excellent technical understanding of CSG/Citrix/NetScaler technologies and how to support and manage in various settings, ranging from basic to complex.
Assist junior teammates with learning key technical concepts around desktop and server virtualization, cloud computing, and network/systems architectures.
Demonstrate excellent problem-solving skills and assist teammates with solving complex technical issues.
Maintain a calm, poised, and professional demeanor while working in potentially stressful situations with customer IT staff and/or users.
Possess the soft skills to be able to defuse a tense/sensitive situation while still being able to act firmly if/when necessary.
Possess time management skills and the ability to multi-task in support of multiple clients.
Demonstrate the desire and ability to continue learning new concepts and remain up to date on the most recent technologies, particularly CSG/Citrix technologies.
Install, configure, and maintain the CSG/Citrix/NetScaler monitoring solution for customer
environments.
Provide regular and efficient updates on tasks and activities to the direct manager.
Willingness to work the night shift and during weekends.
Required Experience/Skills
Must be willing to work daily on-site in a CSG office
Must have demonstrated strong academic achievement and good communication skills.
Must be flexible and dependable and act with accountability/ownership.
Demonstrated ability to learn quickly.
Excellent problem-solving ability with complex technical challenges.
Act with a positive customer service attitude.
Ability to work effectively in a small
- to medium-sized team environment.
Desire and ability to provide mentoring/coaching to junior teammates.
Nice-to-Haves
Demonstrated technical fluency and/or expertise in a range of technical areas, including:
- Good knowledge of Load Balancer