n2. Advanced Troubleshooting & RCA
n
- n
- Act as L3 escalation point for complex or high‑impact incidents.n
- Expertise in diagnosing:n
- Logon slowness and failuresn
- Session disconnects, freezes, and latencyn
- Application launch and performance issuesn
- Perform root cause analysis (RCA) and define permanent fixes.n
- Lead Major Incident bridges and drive resolution.n
n3. Performance Optimization
n
- n
- Optimize user experience through:n
- Citrix policy tuning (HDX, CPU, memory, graphics)n
- Profile management (UPM / FSLogix)n
- Proactive identification of platform bottlenecks.n
- Reduce recurring incidents and post‑production defects.n
n4. Image & Application Management
n
- n
- Ownership of gold/master image lifecycle:n
- OS hardeningn
- VDA upgradesn
- Patch managementn
- Application integration, regression testing, and compatibility analysis.n
- Minimize image sprawl and maintain version control.n