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

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

• 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.

• 7+ years 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.

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

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

Citi offers competitive employee benefits, including medical, dental & vision coverage; 401(k); life, accident, and disability insurance; wellness programs; paid time off packages; and paid holidays. For additional information regarding Citi employee benefits, please visit

Primary location:
Tampa, FL, United States

Salary range: $ - $

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. 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.