Systems Engineer 2

Working closely with Operations, Engineering, Product, and Infrastructure teams, the Systems Engineer 2 (IC2) will be responsible for supporting, maintaining, and optimizing enterprise Citrix infrastructure and virtual application delivery environments supporting Oracle Health customers.
The ideal candidate should have hands-on experience with Citrix Virtual Apps and Desktops , Windows Server administration, Active Directory, Group Policy (GPO), virtualization technologies, and networking fundamentals. The role requires strong troubleshooting capabilities, experience supporting production environments, and the ability to resolve standard technical issues independently while following established policies and procedures.
The position involves providing Citrix prod support for Oracle Health customer environments, ensuring system availability, operational stability, performance, and security. Key activities include incident and service request management, monitoring, system administration, troubleshooting, software updates, patching, upgrades, and customer change management.
The successful candidate will also support Oracle Applications and legacy applications, respond to application-related service requests, coordinate testing of application releases, document defects, and collaborate with IT and Development teams to resolve issues. The role may include user training, application access administration, reporting, and participation in operational meetings as required.
The candidate will contribute to root cause analysis (RCA), on-call support, automation initiatives, technical documentation, and continuous improvement activities aimed at improving service reliability and reducing operational effort.
This role requires effective communication, strong analytical skills, and the ability to work collaboratively in a fast-paced, customer-focused Citrix environment.

Responsibilities

Key Responsibilities

Incident Management & Support – Service Request:

• Supports the end-to-end incident management lifecycle to ensure systems are stable, secure, and performing accurately.
• May participate in incident review meetings to understand and provide some feedback for operational performance and solution implementation.
• Engages with cross-functional teams (e.g., Development, Cloud Engineering, Product Engineering, other IT teams) to support implementation and/or resolution for incidents, risks, or migrations.

Production Support and Incident Management

• Provide 12x7 production support for Oracle Health customer environments, ensuring system availability, reliability, and operational continuity.

• Manage incidents, service requests (SRs), and customer escalations, ensuring timely investigation, resolution, and communication.

• Participate in on-call support for critical production incidents and service restoration activities.

• Troubleshoot Citrix application delivery, virtual desktop access, user session, connectivity, and infrastructure-related issues.

Change Management and Customer Support

• Execute approved customer change management activities, including planned maintenance, infrastructure upgrades, and go-live support.

• Coordinate with Product, Engineering, Technical Program Managers (TPMs), and Infrastructure teams during customer-impacting activities.

• Ensure changes are implemented in accordance with established change management policies and procedures.

• Perform pre-change and post-change validation to confirm system functionality and service availability.

• Communicate maintenance progress, risks, and technical issues to relevant stakeholders.

• Develop and maintain technical documentation, standard operating procedures (SOPs), troubleshooting guides, and operational runbooks.

System Installation & Configuration – Software Administration:

• Maintains operating systems to ensure effective installation and performance as instructed.
• Assists in the administration of middleware products in environments.
• Begins to support the deployment, maintenance, and operation of internal applications as needed.
• Performs regular administration and conducts basic performance trend analyses and server capacity to ensure service performance meets standards.
• Builds working knowledge of application monitoring tools to ensure efficiency.

Required Qualifications

• 3 to 5 years of related experience in a medium to large distributed network and computing environment.

• Bachelor’s degree (BS) in Computer Science, Information Technology, or a related field, or equivalent relevant experience working with enterprise servers and systems.

• Hands-on experience with Citrix Virtual Apps and Desktops (CVAD) or similar application virtualization technologies.

• Strong analytical, problem-solving, documentation, and communication skills.

• Knowledge of Windows Operating Systems

• Experience with cloud infrastructure such as OCI, AWS or Azure is an added advantage.

• Basic networking knowledge

• Able to work in a collaborative team environment.

• Experience with Windows Server patching, security vulnerability remediation, and infrastructure upgrades.

• Understanding of ITIL-based incident, problem, and change management practices.