Job Description

This is a challenging and exciting opportunity to work on Collaboration Service (like Jira, Confluence). 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 (Jira & Confluence), developer pipeline concepts, Jira/Confluence SaaS Solution. A significant set of challenges revolves around the understanding of multiple technology stacks in our environment and the ability to quickly learn those as we migrate from on-premise solution to SaaS solution.

Key Responsibilities/Requirements

• Support Management:
  • Technical Support for Collaboration Service Platform.
  • Technical Support for Jira integration with developer pipeline service.
  • Technical support for Jira on-premise to Jira Cloud migration.
  • Troubleshoot technical issues and manage customer expectation.
  • 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

Qualifications

Must have:

• Must be a self-starter, effective listener & communicator, problem solver and team player.
• Minimum of 5 years of technical support experience.
• Experience in providing technical support for globally distributed & complex service platform.
• Experience in software deployment on large global infrastructure.
• Strong understanding of collaboration technology stack and at least one years of hands-on experience.
• 2+ years of experience with Linux (shell/batch scripting & server management), Java, LDAP, Active Directory, Oracle/SQL Server database (SQL, backup & recovery).
• Good understanding of SaaS service and managing such service as an enterprise level consumer of vendor service.

Desirable:

• Experience with using Service Management software like ServiceNow and a good understanding of AI concepts

Education

• Bachelor’s Degree in Computer Science or a Related Field

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Job Family Group:

Technology

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Job Family:

Applications Development

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Time Type:

Full time

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Most Relevant Skills

Please see the requirements listed above.

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Other Relevant Skills

For complementary skills, please see above and/or contact the recruiter.

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