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Vice President - Technical Support Engineer (Collaboration Services)

Company: Citi
Location: Irving
Posted on: January 26, 2023

Job Description:

About Citi:Citi, the leading global bank, has approximately 200 million customer accounts and does business in more than 160 countries and jurisdictions. Citi provides consumers, corporations, governments, and institutions with a broad range of financial products and services, including consumer banking and credit, corporate and investment banking, securities brokerage, transaction services, and wealth management.As a bank with a brain and a soul, Citi creates economic value that is systemically responsible and in our clients' best interests. As a financial institution that touches every region of the world and every sector that shapes your daily life, our Enterprise Operations & Technology teams are charged with a mission that rivals any large tech company. Our technology solutions are the foundations of everything we do from keeping the bank safe, managing global resources, and providing the technical tools our workers need to be successful to designing our digital architecture and ensuring our platforms provide a first-class customer experience. We reimagine client and partner experiences to deliver excellence through secure, reliable, and efficient services.Our commitment to diversity includes a workforce that represents the clients we serve from all walks of life, backgrounds, and origins. We foster an environment where the best people want to work. We value and demand respect for others, promote individuals based on merit, and ensure opportunities for personal development are widely available to all. Ideal candidates are innovators with well-rounded backgrounds who bring their authentic selves to work and complement our culture of delivering results with pride. If you are a problem solver who seeks passion in your work, come join us. We'll enable growth and progress together.About Our Team:Citi Technology Infrastructure (CTI) provides the critical technical foundation for Citi's operations and is responsible for delivering reliable IT solutions, scalable infrastructure services, and secure capabilities while creating a trusted customer experience and enabling Citi's workforce to be the best for our clients. Making the bank simpler, greener, and better connected while powering it with trusted, well-secured data, and automating policy enforcement through code are all at the heart of our refreshed global strategy. Data Quality, Simplification, Environmental Stability, Automation, and Service Excellence are the key pillars and priorities on our strategic journey.CTI Business Operations enables technology managers across the organization to effectively manage their resources and deliver their commitments in support of CTI's strategy, goals, and performance metrics. This is achieved through the provision of commercial aspects of CTI, analytics and reporting (including expense and productivity), workforce, real estate, supplier management, leadership and talent development, including entry level and pipeline programs, and employee engagement and communications.The Employee Engagement, Product Marketing, and Change Adoption Team manages and strengthens CTI's internal employee engagement, culture, onboarding, as well as talent and development initiatives. The team elevates knowledge and understanding of organizational changes and structures within CTI, ensures awareness of technology strategies across CTI and Citi, and drives user adoption through change management and impactful technology marketing.In CTI, we are focused on delivering the best for our clients, and we know that to do this we need a talented team with diverse experiences, backgrounds and skills.Job Overview: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 IDEAS (Inventory Data and Enterprise Application Services) 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 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.
    • 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 technology that gives competitive advantage to Citigroup Developers.
        • Identify automation opportunity and implement solution to improve operational efficiency and user experience.
        • Manage infrastructure level risk & compliance issues as per Citi guidelines.
          • Vendor Management:
            • Ensure allocation of quality vendor resource for support and project deliverables.
            • Proactively manage and monitor vendor deliverables.QualificationsMust have:
              • 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 5 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 - Job Family Group: Technology - Job Family:Systems & Engineering Time Type: Full time Primary Location: Tampa Florida United States Primary Location Salary Range: $105,850.00 - $158,780.00 Citi is an equal opportunity and affirmative action employer.Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.Citigroup Inc. and its subsidiaries ("Citi") invite all qualified interested applicants to apply for career opportunities. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi .View the " EEO is the Law " poster. View the EEO is the Law Supplement .View the EEO Policy Statement .View the Pay Transparency Posting - Effective November 1, 2021, Citi requires that all successful applicants for positions located in the United States or Puerto Rico be fully vaccinated against COVID-19 as a condition of employment and provide proof of such vaccination prior to commencement of employment.

Keywords: Citi, Irving , Vice President - Technical Support Engineer (Collaboration Services), Executive , Irving, Texas

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