Lead Systems Operations Engineer - Citrix Platform Services

About this role

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Wells Fargo is seeking a Lead Systems Operations Engineer within Platform Core Services Technology as part of Commercial and Corporate & Investment Banking Technology (CCIBT). The team is seeking a senior operating systems and platform engineer to support a line-of-business aligned Citrix application hosting environment that delivers critical business services across a large-scale enterprise ecosystem. This role serves as the operational owner for the Citrix control plane, application hosting infrastructure, and supporting virtualized environments deployed across multiple data centers. This position sits at the intersection of platform engineering, service operations, reliability engineering, and service management. The engineer will be responsible for ensuring the Citrix platform is resilient, secure, observable, supportable, and aligned with Information Technology Infrastructure Library (ITIL) service management practices. The role partners closely with architecture, engineering, infrastructure, cybersecurity, and application teams to ensure platform stability while supporting the onboarding, migration, and ongoing operation of business-critical applications. This engineer will provide Level 2 and Level 3 operational support for a portfolio of more than 30 applications serving approximately 1,000 users. This role will lead operational readiness activities, drive continuous service improvement initiatives, manage complex incidents and problem investigations, and ensure the platform can meet performance, availability, and recoverability objectives. Additionally, the engineer will coordinate and support application transitions into the new platform environment while ensuring operational excellence throughout the service lifecycle.

In this role, you will: • Lead complex initiatives supporting the Citrix application hosting platform, providing technical leadership and operational guidance to technology teams across the enterprise

• Serve as the operational owner for Citrix infrastructure, including control plane services, application delivery components, virtual application and desktop services, and underlying Windows server operating systems

• Lead planning and execution activities related to platform capacity, availability, resiliency, disaster recovery, lifecycle management, and service modernization

• Provide advanced Level 2 and Level 3 support for platform, infrastructure, and application hosting issues, ensuring timely resolution of incidents and service requests

• Drive ITIL-based Incident Management activities, including major incident coordination, communication, escalation management, service restoration, and post-incident reviews

• Lead Problem Management investigations by identifying recurring issues, performing root cause analysis, implementing corrective actions, and eliminating sources of instability

• Partner with engineering and infrastructure teams to evaluate and implement platform changes while ensuring compliance with Change Management processes and operational standards

• Develop and maintain operational procedures, runbooks, support documentation, knowledge articles, and recovery processes to improve service supportability and reduce operational risk

• Establish and maintain monitoring, observability, alerting, and health reporting capabilities to proactively identify issues and improve service reliability

• Manage platform performance, utilization, and capacity trends across multi-data-center environments and recommend improvements to ensure long-term scalability

• Coordinate operational readiness reviews for new applications and platform enhancements to ensure support, monitoring, backup, recovery, and service management requirements are met

• Collaborate with application, infrastructure, and cybersecurity teams to ensure platform compliance with security, patching, vulnerability remediation, and risk-management requirements

• Drive Service Level Agreement (SLA), Operational Level Agreement (OLA), service availability, and service quality objectives through continuous service improvement practices

• Mentor junior engineers and provide technical leadership for operational processes, troubleshooting methodologies, and platform engineering best practices

Required Qualifications: • 5+ years of Systems Engineering, Technology Architecture experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

• 5+ years of experience supporting enterprise Citrix environments, including Citrix Virtual Apps and Desktops

• 5+ years of experience supporting Microsoft Windows Server operating systems in production environments

• 3+ years of experience providing Level 2 and Level 3 operational support for large-scale enterprise platforms

• 3+ years of experience supporting virtualized infrastructure environments using VMware vSphere or equivalent enterprise virtualization platforms

• 3+ years of experience administering Citrix Delivery Controllers, StoreFront, Director, Citrix Workspace, and associated infrastructure components

• 3+ years of experience managi

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