Engineering Analyst - Collaboration Services Support

Engineering Analyst

This is a challenging and exciting opportunity to work on Collaboration Service (Jira / Confluence) 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 Jira & Confluence 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 Engineer for Collaboration Service Platform (Jira/Confluence).
  • Support migration effort from on-premises to SaaS platform.
  • Manage customer expectation and communication.
  • Troubleshoot technical issues & reduce recurring issue using root cause analysis.
  • Proactively monitor and manage infrastructure reliability.

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

Qualifications

Must have:

• 3+ years of experience in a tech/fintech organization
• 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 technical support experience.
• Good understanding of developer pipeline concepts.
• Strong understanding of Collaboration technology stack (Jira/Confluence) 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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Job Family Group:

Technology

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Job Family:

Systems & Engineering

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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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Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.

 

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Experience Level

Mid Level