Cloud Support Engineer (Citrix/Azure)

Responsibilities

• 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.
• Execute runbook-based resolutions for session launch failures, logon storms, and blackscreens.
• 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 (client Citrix) with a complete handover note.
• 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.
• 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.

Required Skills

• Experience: 8+ 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.

Preferred Skills

• 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.