Noida, Uttar Pradesh

Job Summary The Subject Matter Expert (Support & Ops) plays a critical role in ensuring the timely resolution of escalated incidents while maintaining high standards of quality and customer satisfaction. This position involves leveraging expertise in Citrix Virtual Desktops Essentials to facilitate productive operations and contribute to continuous improvement initiatives.

Key Responsibilities
Ensure Timely Resolution And Compliance With Quality Standards For Escalated Incidents By Utilizing Citrix Virtual Desktops Essentials, Adhering To Agreed Slas To Enhance Operational Efficiency.
Mentor Team Members And Administrators While Preparing Standard Operating Procedures (Sops) And Maintaining Comprehensive Documentation To Foster Knowledge Sharing And Operational Excellence.
Validate Change Order Implementation Plans And Human Error Compliance, Actively Participating In Capacity Planning To Ensure Optimal Resource Allocation And Performance.
Actively Participate In Customer Meetings, Utilizing Effective Communication Skills To Understand And Address Customer Issues,



Thereby Ensuring Positive Feedback And Satisfaction.
Validate And Present Analyses Such As Root Cause Analysis And Trend Analysis, Leveraging Insights To Facilitate Performance Improvements And Strategic Discussions With Key Business Stakeholders.

Skill Requirements
Solid Proficiency In Citrix Virtual Desktops Essentials
Solid Understanding Of Incident Management Processes And Best Practices
Excellent Communication And Mentoring Skills
Familiarity With Capacity Planning And Change Management
Proficient In Data Analysis Techniques And Reporting

Other Requirements
Citrix Certified Associate Virtualization (Cca-V) Is Optional But Valuable.
Itil Foundation Certification Is Recommended
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📌 Sme Citrix Virtual Desktops Essentials Noida
🏢 HCLTech
📍 Noida