Technical Support Specialist - Assistant Vice President

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Job Overview

This is a challenging and exciting opportunity to work on Developer Pipeline technology stack (like Jenkins, SonarQube, Jira, Bitbucket, GitHub SaaS). 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 developer pipeline concepts, code quality & application build, GitHub and AI concepts.  A significant set of challenges revolves around the understanding of multiple technology stacks in our environment and the ability to quickly learn those from Jira/Bitbucket integration perspective.

Key Responsibilities/Requirements

• Support Management:
  • Operational lead for Developer Services during Asia Pacific time zone.
  • Operation SME for Code Quality Services (SonarQube) & GitHub SaaS
  • Troubleshoot technical issues and manage customer expectation.
  • 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.
  • Manage infrastructure level risk & compliance issues as per Citi guidelines

• Vendor Management:

• Ensure allocation of quality vendor resource for operations and project deliverables.
• Proactively manage and monitor vendor deliverables

Qualifications

Must have:

• Overall 8 Years+ experience
• Must be a self-starter, effective listener & communicator, problem solver and team player.
• Minimum of 3 years development experience and 3 years of technical support experience as a team lead
• Strong understanding of Enterprise pipeline and technology stack and at least two years of hands-on experience.
• 4+ years of experience with Linux (shell/batch scripting & server management), Java, LDAP, Active Directory, Oracle/SQL Server database (SQL, backup & recovery).
• Good understanding of SaaS service and managing such service as an enterprise level consumer of vendor service.

Desirable:

• Experience with using Service Management software like ServiceNow and a good understanding of AI concepts

Education

• Bachelor’s Degree in Computer Science or a Related Field