Lead Support Engineer for Collaboration Service (Confluence/Jira) - VP

This is a challenging and exciting opportunity to work on Collaboration Service (Confluence / Jira) platform. The team works side by side with Developers & Engineers in providing technical support and integration with application. The Developer Enablement organization has set an ambitious goal to setup secure development environment and invest in latest technology that improves user experience. As part of the technology team, you will play a key role in achieving that goal.

The role requires a good understanding of collaboration services, provided by Confluence & Jira SaaS technology stack and familiarity with Agile development methodology.  A significant set of challenges revolves around the understanding of multiple technology stacks in our environment and the ability to quickly learn those from collaboration service integration perspective.

Key Responsibilities/Requirements

• Support Management:
  • Support lead for Collaboration Service Platform (Confluence/Jira).
  • Manage customer expectation and communication.
  • Support migration effort from on-premises to SaaS platform.
  • Troubleshoot technical issues & reduce recurring issue using root cause analysis.
  • Proactively monitor and manage infrastructure stability and performance.

• Technology Management:
  • Upgrade existing product along with Engineering.
  • Adopt new technology that gives competitive advantage to Citigroup Developers.
  • Identify automation opportunity and implement solution to improve operational efficiency and user experience.
  • Adopt AI solution to improve developer experience.
  • Manage infrastructure level risk & compliance issues as per Citi guidelines.
  • Enterprise level project management skill.

• Vendor Management:
  • Ensure allocation of quality vendor resource for migration effort and project deliverables.
  • Proactively manage and monitor vendor deliverables.

Qualifications

Must have:

• 7+ yrs overall experience in engineering & operations
• Must be a self-starter, effective listener & excellent communicator, problem solver and team player.
• Experience in providing technical support for globally distributed & complex service platform.
• Experience in software deployment on large global infrastructure.
• Minimum of 3 years development experience and 6 years of technical support experience as a team lead.
• Good understanding of collaboration services in large scale development environment.
• Strong understanding of Collaboration technology stack (Confluence & Jira) and at least two years of hands-on experience.

Desirable:

• Experience with using Service Management software like ServiceNow. ITSM certification a plus.

Education

• Bachelor’s Degree in computer science or a related field

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In addition to salary, Citi’s offerings may also include, for eligible employees, discretionary and formulaic incentive and retention awards. Citi offers competitive employee benefits, including: medical, dental & vision coverage; 401(k); life, accident, and disability insurance; and wellness programs. Citi also offers paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays. For additional information regarding Citi employee benefits, please visit citibenefits.com. Available offerings may vary by jurisdiction, job level, and date of hire.

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