Responsibilities
- Perform regular system reviews to identify and implement performance tuning and resilience improvements
- Provide 24/7 support in a flexible shift environment, responding promptly to support emails, calls, and alert notifications with necessary follow-ups
- Establish configuration standards and design guidelines for Windows and system software to ensure availability, performance, resilience, monitoring, backup, and recovery
- Troubleshoot system issues and lead system recovery efforts with a proactive sense of urgency
- Escalate critical problems to the Problem Management Team and conduct root cause analysis to prevent recurrence
- Automate repetitive system operation tasks using scripting tools such as Batch Script and PowerShell
- Track, plan, and drive patch management and software upgrades to maintain continuous supportability
- Implement adequate monitoring systems to ensure efficient and reliable service delivery
- Apply modern technologies and processes to enhance system supportability, recoverability, availability, and performance
- Provide operational expertise for OS and system software across project phases including requirement gathering, design, procurement, implementation, and operational handover
- Support audit and compliance activities to meet organizational standards
Required competencies and certifications
- Microsoft and Citrix Certification
Preferred competencies and qualifications
- Technical knowledge of Windows Operating Systems (2012 & 2008), Citrix, VMware, SSH, RDP, IIS, and hardware components
- Experience troubleshooting and performance tuning Windows and Citrix environments
- Experience implementing and managing Citrix 7.x, NetScaler, and Storefront
- Knowledge of server hardening techniques to enhance system security
- Experience with middleware such as Connect Direct, SSH, and IIS for application support
- Scripting skills in Batch Script and PowerShell to automate tasks
- Knowledge and experience with Linux systems
