Transition manager Citrix

|System Engineer |System Administrator
# INDE04036

Function

Transition manager Citrix

Where will you be working?


The S2E (Service 2 Employee) IT department manages the world of "your digital workplace" and therefore steers - together with Corporate HR, Facility Management and Communication -the digitalization of all employees. We provide you with your personal laptop, which allows you to be connected at the office, at the client's premises and at home at all times. We connect your mobile devices. We boost your digitality via the O365 applications and we give insight in how you can grow in digital collaboration using the digital footprint. We support you in using the digital tools and offer help and solutions to problems via DOCK! Portal, DOCK! Store and DOCK!

What is the strategic context?


This vacancy is situated in the "S2E Citrix team" as part of bigger roll out plan.
Our client wants to start replacing Glow laptops (software on the laptops) by Flex computers (virtualized applications) for all employees.
As a Citrix team we want to roll out more than 400 applayered applications virtualized on Citrix in a performant and secure way as user friendly as possible by end of this year. Considering the new Citrix environment which will become the new standard way of working within the company (with a target start date of as of 01/01/2023), we are investigating possibilities to organize the support for this environment.
The potential scope of this engagement is a combination between 1st, 2nd and 3rd line support for Citrix. This should cover more than merely Incident management but should also include specific Citrix –related request fulfillment, in combination with certain infrastructure setup, security updates & management activities. Goal is to set up qualitative and user-friendly operations support. A user may not be impacted by the background complexity if he notices that an application is not working. On Glow the problem was mostly for a single user, while on flex the problem might be for all users using an application

Responsibilities


As a transition manager you will guide us moving from project phase to operations phase. You will need to analyse the Support Process Management you need to Gain insights into the support processes, teams & organizational support structures, roles & responsibilities, tool suites in use,..

As a transition manager you help us in


- Coaching the users of applications on Citrix and flex and setting up (digital) trainings
- Writing procedures for 1st line support
- Routing incidents and problems to the appropriate teams
o Application hosting
o Application packaging
o Networking
o storage
o Flex computers team
o …


- Defining scope and responsibilities of operation teams
- Analyse the Operational Support
Gaining insights into KBC’s Citrix support requests: Volumes, Types & Categories, Duration,
Required support profiles & skill sets, Frequency,…
- Estimate workload and how to handle peaks
- Setting up an operation team based on previous info
- Service Management - Working with KBC stakeholders to co-create and define steering &
governance mechanisms and necessary, relevant KPI’s & SLA’s
- Organize 24/7 support
- Continuous Improvement with Focus on increasing customer satisfaction, service quality and
support improvements

Needed Qualifications


As a transition manager, You have
• a strong expertise is assisting multiple “bigger” companies
o In guiding bigger structural projects
o In coaching users
o in moving projects from project phase to operations
o in setting up operations
o in working in remote (multicultural) environments
o in following up the operations setup and improving the way of working

Back Print
Transition manager Citrix
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