- Company Name
- Mphasis
- Job Title
- Service Team Lead
- Job Description
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**Job Title**
Service Team Lead
**Role Summary**
Drive end‑to‑end reliability and operations of large‑scale Windows Server, Nutanix HCI, Citrix, and related virtualization environments. Lead onsite teams, own critical incidents, and apply SRE principles to ensure high availability, performance, and continuous improvement across compute, storage, and application layers.
**Expectations**
- Maintain 24/7 uptime and compliance with defined SLIs/SLOs.
- Own incident management for P1/P2 events and conduct thorough root‑cause analysis.
- Deliver proactive automation and performance optimizations to reduce incident frequency.
- Mentor and distribute workload for onsite/onshore technical staff.
**Key Responsibilities**
- Monitor, alert, and remediate compute, storage, virtualization, and Citrix workloads.
- Oversee Nutanix cluster health, node maintenance, firmware upgrades, and storage management.
- Manage VM lifecycle: high‑availability clustering, snapshots, backups, DR readiness, migrations, OS upgrades.
- Lead patching, security hardening, backup, restore, and OS recovery across Windows estates.
- Troubleshoot core Windows and Citrix issues (GPO, logon, service, portal).
- Ensure compliance with configuration baselines, CMDB updates, ITIL processes (Incident, Problem, Change, Release).
- Manage Citrix infrastructure (XenApp/XenDesktop, StoreFront, NetScaler Gateway, policies, resource scaling).
- Implement and tune monitoring (SCOM, Prism Central, SolarWinds).
- Automate repetitive tasks via PowerShell, Ansible, or SDKs.
- Lead onsite/onshore teams, providing training, workload distribution, and technical escalation.
- Coordinate with vendors (Dell, Nutanix, Citrix).
- Drive continuous service improvement initiatives.
**Required Skills**
- 8–10 years of hands‑on experience with Nutanix (preferred), Windows Server, Citrix, VMware/Hyper‑V virtualization.
- Strong knowledge of clustering, failover, and backup/DR processes.
- Expertise in scripting/automation (PowerShell, Ansible).
- Solid troubleshooting across compute, storage, OS, virtualization, and Citrix layers.
- Proven ability to lead technical teams and manage incidents/RCAs.
- Familiarity with SRE concepts: SLIs/SLOs, error budgets, observability.
- Experience with ITIL processes and large‑scale enterprise environments.
- Ability to implement and maintain monitoring solutions.
**Required Education & Certifications**
- Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent professional experience).
- Must‑Have Certifications: Nutanix NCP/NCM, Dell EMC, Microsoft MCSE, VMware VCP, Citrix CCE/CCP.
- Good‑to‑Have: Azure cloud exposure, CI/CD/Infrastructure‑as‑Code knowledge, CIS security baselining, golden image management.