Cloud DevOps Build & Engineering AWS

Cloud Support Engineer - L1
Citrix DaaS / CVAD Operations | Zensar Technologies
Remote / Hybrid | Full-Time | Rotational Shifts (24x7)
Role Overview
Zensar Technologies is looking for a Cloud Support Engineer to join our Citrix managed services team.
The L1 engineer is the first line of defence for Citrix DaaS (Cloud) and CVAD environments, performing
eyes-on-glass monitoring, runbook-driven incident response, and proactive health checks around the
clock.
Required Skills & Experience
Experience: 5+ years in Cloud Operations (SRE); good to have 2+ years hands-on with Citrix
environments
• Strong Azure fundamentals - VDA hosting on Azure, Azure Monitor alerts, basic VM /
networking operations
• Good scripting in PowerShell or Bash for log parsing, alert triage, and simple automation.
• Strong runbook discipline - ability to execute SOPs accurately without deviation.
• Good Understanding of latency, and quality metrics.
• Good understanding of ITSM tools Knowledge and PagerDuty alerting.
• App configuration and common auth-failure troubleshooting.
• Good verbal and written English communication for shift handover and stakeholder updates.
Nice to Have
• Good to have: Citrix DaaS (Cloud) or CVAD (on-prem/hybrid) administration - VDA lifecycle,
session management.
• Good to have: Citrix Director and Monitor dashboards - proactive fault identification and triage.
• Good to have: Understanding of HDX/ICA protocol,
• Exposure to any ITSM-adjacent tooling: PagerDuty, Ansible playbooks, or CI/CD pipelines.
• Experience in a NOC or managed services delivery environment.
Key Responsibilities
Monitoring & Session Management
• Perform 24x7 eyes-on-glass monitoring of Citrix Director, Monitor, and Azure-based alerts.
• Monitor Cloud Connector availability; restart Connector services and validate tunnel health.
• Triage HDX/ICA latency, packet loss, and frame-rate alerts; escalate with diagnostic data.
Incident Response (P1-P4)
• Execute runbook-based resolutions for session launch failures, logon storms, and black
screens.
• Classify and manage incidents per P1-P4 SLA targets using Wolken ITSM and PagerDuty.
• Perform StoreFront authentication failure triage and store enumeration checks.
• Escalate unresolved or P0/MIM-level incidents to L2/L3 (CSG/Citrix) with a complete handover
note.
Machine Catalog & Delivery Group
• Monitor MCS provisioning status and machine power states in Citrix Cloud.
• Verify Delivery Group availability and report capacity anomalies to the on-call L2 team.
Runbook Execution & Shift Handover
• Execute SOPs for VDA reboots, certificate renewals, and patch verification tasks.
• Produce daily health reports and contribute to weekly SLA dashboards.
• Ensure complete shift handover documentation with open incidents, actions taken, and pending
items.