Jira Support Engineer - Cloud and Infrastructure

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 Experience Level Mid Level 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 Experience Level Mid Level