Lead Support Engineer Collaboration Service; Confluence​/Jira - VP

Overview

This is a challenging and exciting opportunity to work on Collaboration Service (Confluence / Jira) platform. The team works closely with Developers & Engineers to provide technical support and integration with applications. The Developer Enablement organization aims to set up a secure development environment and invest in the latest technology to improve user experience. You will play a key role in achieving these goals as part of the technology team.

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

• Support Management:
  • Support lead for Collaboration Service Platform (Confluence/Jira).
  • Manage customer expectations and communication.
  • Support migration effort from on-premises to SaaS platform.
  • Troubleshoot technical issues and reduce recurring issues 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 a competitive advantage to Citigroup Developers.
  • Identify automation opportunities and implement solutions to improve operational efficiency and user experience.
  • Adopt AI solutions to improve developer experience.
  • Manage infrastructure level risk & compliance issues as per Citi guidelines.
  • Demonstrate enterprise level project management skill.
• Vendor Management:
  • Ensure allocation of quality vendor resources for migration effort and project deliverables.
  • Proactively manage and monitor vendor deliverables.

Must have:

• 7+ years overall experience in engineering & operations
• Self-starter with effective listening, excellent communication, problem-solving, and teamwork skills.
• Experience in providing technical support for globally distributed and complex service platforms.
• 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 a large-scale development environment.
• Strong understanding of the collaboration technology stack (Confluence & Jira) with at least two years of hands-on experience.

• Experience with using Service Management software like Service Now; ITSM certification is a plus.

Education: Bachelor’s Degree in computer science or a related field.

Anticipated Posting Close Date:
Feb 03, 2026.

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