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.
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.
Similar Jobs
What We Do
Zensar is a leading experience, engineering, and technology solutions company. We conceptualize, build, and manage digital products for Forbes Global 2000 clients across the hi-tech engineering, banking and financial services, insurance, manufacturing and consumer services verticals. With proven excellence across five core areas, including experience services, advanced engineering services, data engineering and analytics, foundation services, and application services, our solutions leverage industry-leading platforms to help our clients be competitive, agile, and disruptive while moving with velocity through change and opportunity. Zensar’s expansive ecosystem of 60+ technology partners, including Oracle, Salesforce, SAP, Guidewire, Automation Anywhere, Adobe, and UiPath, enables us to deliver comprehensive solutions to clients, facilitating seamless integration and allowing them to leverage cutting-edge technologies and tools for enhanced business outcomes. Zensar is part of the USD 4.4 billion RPG Group. With headquarters in Pune, India, our 10,500+ employees, representing over 50 nationalities, work from 30+ locations across North America, UK/Europe, and South Africa. Visit us at www.zensar.com
