SME - Citrix Server

About the role

As a Subject Matter Expert in Citrix Server, you will play a critical role in ensuring the timely resolution of escalations and incidents, adhering to service level agreements and quality standards. Your expertise will be essential in enhancing operational efficiency, mentoring team members, and fostering effective communication with business stakeholders to drive customer satisfaction.

What you'll do

• Ensure On-Time Resolution And Quality Compliance Of Escalated Tickets And Incidents Related To Citrix Server, Adhering To Agreed Slas To Maintain Operational Excellence
• Mentor Administrators And Team Members, Prepare Standard Operating Procedures, And Maintain Effective Documentation To Enhance Team Knowledge And Efficiency
• Validate Change Order Implementation Plans And Ensure Compliance With Human Error Protocols While Actively Participating In Capacity Planning For Citrix Environments
• Foster Positive Customer Feedback And Satisfaction By Engaging In Customer Meetings To Understand And Address Issues Related To Citrix Services
• Conduct And Validate Analyses Such As Root Cause Analysis And Trend Analysis, Presenting Findings To Key Business Stakeholders To Enhance Performance And Decision-Making

What you need

• SOP writing
• Communication
• Root cause analysis
• Any graduate

Good to have

• ITIL