This is a challenging and exciting opportunity to contribute to the Developer Enablement organization's ambitious goal of establishing a secure development environment and investing in cutting-edge technology to enhance user experience. As a key member of the technology team, you will play a crucial role in achieving this objective by supporting and integrating collaboration services for developers and engineers.

The Engineer Senior Analyst is an intermediate level position requires a strong understanding of Collaboration Services (Jira and Confluence), developer pipeline concepts, and experience with Jira/Confluence SaaS solutions. A significant aspect of this role involves comprehending multiple technology stacks and the ability to quickly adapt to new technologies as the organization transitions from on-premises to SaaS solutions.

Key Responsibilities

• Provide technical support for Collaboration Service platforms (Jira, Confluence) and their integration with developer pipeline services.
• Troubleshoot technical issues, manage customer expectations, and reduce recurring problems through root cause analysis.
• Proactively monitor and manage infrastructure stability and performance.
• Partner with engineering teams to upgrade existing products and adopt new technologies that provide a competitive advantage to Citigroup developers.
• Identify and implement automation opportunities to improve operational efficiency and user experience.
• Leverage AI solutions to enhance the developer experience.
• Manage infrastructure-level risk and compliance issues in accordance with Citi guidelines.
• Contribute to budgetary requirement definition, develop functional specifications, and create project plans and software release schedules for assigned product areas.
• Collaborate with business and development teams to define engineering and application requirements, maintaining strong relationships with end-users.
• Ensure effective communication of technology department and end-user requirements to stakeholders.
• Provide solutions and processes aligned with audit initiatives and requirements, consulting with Business Information Security Officers (BISOs) and Technology Information Security Officers (TISOs)
• Assist with training activities and mentor junior team members.
• Appropriately assess risk in business decisions, ensuring compliance with applicable laws, rules, and regulations, adhering to policy, and escalating/managing control issues with transparency.

Required Qualifications

• 6+ years of relevant experience in an engineering or technical support role, with at least 2 years of hands-on experience with enterprise pipelines and technology stacks.
• Strong understanding of Collaboration Services (Jira & Confluence) and SaaS service management at an enterprise level.
• 4+ years of experience with Linux (shell/batch scripting & server management), Java, LDAP, Active Directory, Oracle/SQL Server database (SQL, backup & recovery).
• Must be a self-starter, effective listener, communicator, problem solver, and team player.
• Demonstrated analytical and diagnostic skills, with an in-depth understanding of engineering concepts and principles.
• Ability to work independently, prioritize tasks, and manage projects under pressure with tight deadlines or changing expectations.
• Proven track record of operational process changes and improvement.
• Experience working in Financial Services or a large, complex, and/or global environment.

Desirable Qualifications:

• Experience with Service Management software like ServiceNow.
• Good understanding of AI concepts.

Education

• Bachelor’s degree in computer science or a related field, or equivalent experience.