Source description
About the role
Jira Administration & Workflow Automation Design, configure, and optimize Jira workflows, transitions, automations, and validators across engineering and on-call operations. Maintain accuracy of key Jira fields including Component, Status, Hevo Error, and Awaiting User Input. Build workflow improvements that reduce manual work and enforce process consistency. Reliability & Incident Governance Review Reliability Board incidents for correctness of data (dates, source/destination, error classification). Validate mitigation timelines and coordinate with engineering for long-duration incidents (>X hours). Ensure reliability data is audit-friendly and accurately represents customer impact. On-Call Ticket Quality & MTTR Enablement Monitor weekly on-call tickets to ensure proper classification, timely closure, and correct state transitions. Track stale tickets (>2 weeks), manage non-responsive closures, and ensure tagging consistency. Improve MTTR by ensuring underlying Jira data is complete and accurate. Reporting, Dashboards & Insights Build and maintain live dashboards in Jira and Tableau covering reliability, ticket trends, SLAs, backlog, aging, and severity. Provide multi-dimensional engineering insights (platform, components, priority, customer tier, etc.). Enable leadership to make decisions based on accurate, real-time operational metrics. Program & Project Tracking Build and maintain project templates and automation frameworks for Engineering initiatives. Own centralized trackers for the engineering programs and initiatives, ensuring clarity on ownership, progress, and timelines. Improve cross-functional execution through standardized tracking and status visibility. Operational Excellence & Efficiency Identify inefficiencies in Engineering and Support workflows and implement automation-first solutions. Reduce repetitive manual effort for engineers (2–3 hours/week saved) through optimized Jira flows. Drive continuous improvement in process quality and operational governance.
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