Jira Support Engineer - Technical Specialist-Cloud & Infra Engg
Area(s) of responsibility
Role Purpose
The Jira L1.5 - L2 Support Engineer will be responsible for administration, operational support, governance support, workflow management, access management, reporting, and platform optimization activities for Jira.
The resource will support Jira projects, boards, workflows, permissions, integrations, and backlog administration while ensuring platform governance, standardization, and user adoption.
The role will operate within a governance-led support model and collaborate closely with customer stakeholders, Birlasoft delivery teams, architects, and integration teams.
Key Responsibilities
Platform Support & Administration
Provide L1.5 and L2 support for Jira-related incidents and service requests
Administer Jira projects, boards, workflows, screens, fields, issue types, and schemes
Manage user access, groups, and permission schemes
Support project onboarding and configuration activities
Monitor Jira platform health and operational performance
Troubleshoot workflow, notification, and automation issues
Support issue transitions, backlog management, and sprint administration
Ensure adherence to defined SLA and support processes
Governance & Standardization
Support Jira governance and standardization initiatives
Ensure standardized workflows and configuration practices across projects
Assist in workflow rationalization and project cleanup activities
Maintain naming conventions, templates, and governance controls
Support license usage monitoring and optimization activities
Contribute to process harmonization aligned with Agile and ITSM practices
Incident & Request Management
Resolve Jira access, workflow, notification, and project issues
Support user requests related
Project setup
Board configuration
Workflow updates
Notification configurations
Coordinate with Atlassian vendors or L3 teams for escalations
Maintain incident documentation, work notes, and resolution details
Participate in major incident resolution activities when required
