We are seeking a highly skilled and dynamic Senior Engineer & Technical Account Manager to join our team. This hybrid role is critical in providing advanced technical support for Citrix, virtualization, storage, and Cisco UCS environments while serving as a strategic partner to some of our most important customers. The ideal candidate will bring deep expertise in Citrix technologies, including Citrix Cloud, and excel at managing complex IT infrastructures and customer relationships.

Key Responsibilities

Citrix Expertise:
 

• Manage Citrix solutions, including Citrix Cloud, Citrix DaaS, XenApp, and XenDesktop environments. 
• Manage and troubleshoot Citrix machine catalogs, delivery groups, and session hosts, including imaging and worker configurations.
• Support Citrix ADC (NetScaler) for load balancing, gateway management, and security configurations.
• Maintain Citrix policies, profiles, and advanced configurations in hybrid and multi-cloud environments. 

Virtualization & Storage:

• Manage VMware infrastructures and perform updates while ensuring system interoperability with Pure Storage and Cisco UCS.
• Implement, update, and maintain integrated solutions across virtualization, compute, and storage platforms.

Networking:

• Troubleshoot and optimize networking configurations, including firewalls, switches, and routers, as they relate to Citrix and other interconnected systems.
• Configure Citrix SD-WAN for improved application performance and reliability.

Escalation Support 

• Serve as a Tier 3 escalation point for technical issues, guiding and mentoring junior engineers and peers.

Customer Engagement:

• Act as the primary technical liaison for key customers, ensuring alignment of IT infrastructure with business objectives.
• Regularly review and interpret reports, metrics, and KPIs related to Citrix environments, security, availability, capacity, and performance.

ITIL Best Practices:

• Manage incident and problem management processes effectively, leveraging ITIL methodologies to deliver root cause analysis and solutions.
• Identify trends in recurring incidents and implement proactive measures to enhance system reliability.

Collaboration with Offshore NOC:

• Coordinate with offshore NOC teams for monitoring, management, and SLA adherence across Citrix and related infrastructures.

Skills, Knowledge & Expertise

Technical Skills 

• Extensive experience with Citrix technologies, including Citrix Cloud, Citrix DaaS, XenApp, XenDesktop, Citrix ADC (NetScaler), WEM, and Citrix SD-WAN.
• Proficiency in VMware, Cisco UCS, and Pure Storage, with experience in updates, troubleshooting, and optimization.
• Strong networking skills, particularly with firewalls, load balancers, and enterprise-grade networking solutions.
• Familiarity with scripting and automation tools such as PowerShell, Ansible, or Citrix SDKs.

Management Skills 

• Solid understanding of ITIL processes, particularly in incident, change, and problem management.
• Ability to analyze complex operational reports and present strategic recommendations to customers.
• Experience collaborating with and managing offshore teams or NOCs.

Soft Skills:

• Exceptional communication skills with the ability to translate technical insights into business value.
• Strong customer service orientation and the ability to build long-term relationships with key stakeholders.
• Highly organized and capable of prioritizing multiple projects simultaneously. 

Preferred Qualifications

• Relevant certifications such as Citrix Certified Professional (CCP), Citrix Certified Expert (CCE), VMware Certified Professional (VCP), Cisco UCS certification, or Pure Storage certification.
• Experience with Citrix Analytics for Performance and Security.
• Knowledge of hybrid and multi-cloud deployment models.

Agencies/3 Parties may not solicit to any employee of Blue Mantis. Any candidate information received from any Agency/3 Party will be considered a gift and property of Blue Mantis, unless the Agency/3 Party is an Authorized Vendor of Blue Mantis with an up-to-date Blue Mantis Contract in hand signed by Blue Mantis Talent Acquisition. No payment will be made to any Agency/3 Party who is not an Authorized Vendor, nor has specific approval in writing from Blue Mantis Talent Acquisition to engage in recruitment efforts for Blue Mantis. At this time we have no interest in onboarding any new staffing partners.