Subject Matter Expert (Support&Ops;) Chennai, Tamil Nadu

Job Summary

VDI Support - L2

Key Responsibilities

• Advanced Troubleshooting & RCA: Resolve complex Tier-3 escalations related to VDI connectivity, latency, session failures, and user experience, while performing Root Cause Analysis (RCA) for recurring issues. • Environment Management: Administer core components such as VMware Horizon, Omnissa, Citrix Virtual Apps and Desktops (CVAD), or Azure Virtual Desktop (AVD), including connection servers and unified access gateways. • Image & Application Delivery: Create, update, and maintain gold/master images, machine catalogs, provisioning (MCS/PVS), and profile management tools like FSLogix. • Automation & Optimization: Use PowerShell, Shell scripting, or configuration tools to automate routine tasks, monitor capacity, and tune system performance. • Mentorship & Documentation:



Coach L1/L2 support teams, build standard operating procedures (SOPs), and author knowledge base articles.

Skill Requirements

Technical Knowledge: Deep understanding of networking (TCP/IP, DNS, LAN), Active Directory, Group Policies (GPO), and hybrid cloud architectures (AWS, Azure). • Certifications: Preferred credentials include VMware VCAP/VCIX, Citrix Certified Professional/Expert (CCP/CCE-V), or Microsoft Azure Administrator/Architect. • Soft Skills: Robust stakeholder management, root-cause analytical mindset, and vendor collaboration abilities.

Other Requirements

Preferred credentials include VMware Certified Professional (VCP), Citrix Certified Associate (CCA-V), or ITIL Foundation

📌 Subject Matter Expert (Support&Ops) (Chennai)
🏢 HCLTech
📍 Chennai