ASSOCIATE CONSULTANT
HCLTech
- Noida, Uttar Pradesh
- Permanent
- Full-time
Knowledge of designing, deploying, and troubleshooting an enterprise XenApp/XenDesktop infrastructure.
Level 3 experience implementing and supporting XenApp, XenDesktop, Provisioning Services and Windows operating systems.
Hands on knowledge on VMware/XenServer/Hyper-V management and Administration
Excellent knowledge on Dev,Test,pre-production and Production environment and best practices.
Excellent knowledge on Citrix XenApp\\XenDesktop patch management and best practices
Excellent knowledge on Application streaming and streaming profiler
Understanding of NetScaler features and deployment scenarios
Hands on knowledge on Citrix EdgeSight Monitoring tool installation and administration
Excellent knowledge on different profile management solution and troubleshooting
Good written and oral communication skills, detail oriented approach to problem solving.
Good knowledge on handling databas (1.) Incident Management + Change Management (Planning & Execution)
On - call Escalation
Ticket Quality
Process adherence & Security compliance
Customer feedback ( Appreciations, CSAT survey results)
KB preparation and review, Knowlegde sharing & documentation
Root cause analysis / Problem Management + Capicity / Architectural Management
SLA compliance for tickets
Value Add(1.) To adhere to quality standards, regulatory requirements and company policies (2.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases (3.) To participate or contribute on EN business in creation of proposals to drive Service improvement plans. (4.) To independently resolve tickets and esnure that the agreed SLA of ticket volume and time are met for the team. (5.) To provide support for on call escalations orL3 level support and doing incident and problem management (6.) Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts and conducting interviewsorparticipation in hiring drives.