Seeking a Systems Engineer 2 to join our team, supporting enterprise Citrix infrastructure and virtual application delivery for Oracle Health customers. This role involves close collaboration with Operations, Engineering, Product, and Infrastructure teams to maintain and optimize our systems. The ideal candidate will possess strong hands-on experience in Citrix Virtual Apps and Desktops, Windows Server administration, Active Directory, Group Policy, virtualization, and core networking concepts.

This position demands robust troubleshooting skills and experience in production environments. You will independently resolve standard technical issues while adhering to established policies and procedures. The role focuses on ensuring system availability, operational stability, performance, and security within Oracle Health customer environments.

Key responsibilities include managing incidents and service requests, monitoring system health, performing system administration tasks, troubleshooting complex issues, and executing software updates, patching, and upgrades. You will also manage customer change requests and provide support for Oracle Applications and legacy applications, working with IT and Development teams for issue resolution. Additional duties may involve user training, access administration, reporting, and active participation in operational meetings.

Drive end-to-end incident management and service request fulfillment to guarantee system stability, security, and accuracy. Participate in incident review meetings, providing feedback on operational performance and solution implementation. Collaborate with cross-functional teams, including Development, Cloud Engineering, and Product Engineering, to support incident resolution, risk mitigation, and migration activities.

Provide 12x7 production support for Oracle Health customer environments, ensuring high availability, reliability, and operational continuity. Manage incidents, service requests, and customer escalations, focusing on timely investigation, resolution, and clear communication. Be prepared for on-call support duties to address critical production incidents and facilitate service restoration.

Execute approved customer change management activities, encompassing planned maintenance, infrastructure upgrades, and go-live support. Coordinate effectively with Product, Engineering, TPMs, and Infrastructure teams during customer-impacting events. Ensure all changes comply with established policies and procedures and perform thorough pre- and post-change validation. Communicate maintenance progress, potential risks, and technical challenges to all relevant stakeholders. Develop and maintain comprehensive technical documentation, including Standard Operating Procedures (SOPs), troubleshooting guides, and operational runbooks.

Maintain operating systems for optimal installation and performance, following defined instructions. Assist in the administration of middleware products and support the deployment, maintenance, and operation of internal applications as needed. Conduct regular administration tasks and basic performance trend analysis, including server capacity monitoring, to ensure services meet stringent standards. Build proficiency in application monitoring tools to enhance operational efficiency.

Requires 3 to 5 years of relevant experience in managing medium to large distributed network and computing environments. A Bachelor's degree (BS) in Computer Science, Information Technology, or a related field is preferred, or equivalent practical experience with enterprise servers and systems.

Demonstrate hands-on expertise with Citrix Virtual Apps and Desktops (CVAD) or similar application virtualization solutions. Possess strong analytical, problem-solving, documentation, and communication skills. Proficient in Windows Operating Systems and comfortable with basic networking concepts.

Familiarity with cloud infrastructure platforms such as OCI, AWS, or Azure is considered a valuable asset. Experience with Windows Server patching, security vulnerability remediation, and infrastructure upgrades is essential. A solid understanding of ITIL-based incident, problem, and change management practices is expected.

Must be able to thrive in a collaborative team setting and contribute effectively to a fast-paced, customer-focused environment.