Senior Support Lead

Job Description

Senior Support Lead

Bengaluru, Karnataka

Job Summary

Job Description - Administrator (Jira & Confluence)

Position Summary

Experienced Atlassian Administrator with expertise in managing, configuring, and optimizing Atlassian Cloud products, including Jira Software, Jira Service Management (JSM), and Confluence. Skilled in platform governance, workflow design, automation, permissions management, migration support, and collaboration enablement across enterprise environments. Proven experience supporting Atlassian Cloud migration initiatives for large-scale organizations and delivering end-to-end Atlassian implementations for global clients.

Key Responsibilities

Key Responsibilities

Jira Administration :

• Administer and maintain Jira Software and Jira Service Management environments.
• Design, configure, and optimize workflows, issue types, screens, field configurations, and schemes.
• Create and manage automation rules to improve operational efficiency and reduce manual effort.
• Configure project templates, dashboards, filters, reports, and Advanced Roadmaps.
• Manage permissions, roles, groups, and security schemes to ensure compliance and governance.
• Support Agile teams with sprint planning, backlog management, and project tracking

Confluence Administration

• Create, manage, and govern Confluence spaces, templates, and knowledge repositories.
• Implement best practices for content organization, permissions, and collaboration.
• Configure integrations between Jira and Confluence to improve visibility and productivity.
• Support users with documentation standards, space management, and platform adoption.
• Maintain Confluence administration, access controls, and compliance requirements.

Atlassian Platform Governance

• 5 to 8 years of experience as Atlassian Admin
• Own Atlassian Cloud governance, security, and administration activities.
• Define and enforce platform standards, workflows, and configuration best practices.
• Monitor system performance, user access, and platform health.
• Coordinate with stakeholders to gather requirements and implement scalable solutions.
• Provide ongoing IT support, troubleshooting, and issue resolution for Atlassian users.

Migration & Implementation

• Support Atlassian Cloud migration projects including planning, testing, validation, and post-migration activities.
• Perform sandbox testing, workflow verification, user acceptance testing, and migration audits.
• Lead end-to-end implementation of Jira, Confluence, and Jira Service Management solutions.
• Assist organizations in adopting Atlassian best practices and cloud transformation initiatives.

Reporting & Automation

• Develop dashboards, KPIs, and executive reports for project and service management visibility.
• Configure SLA management, request types, queues, and service desk processes in Jira Service Management.
• Leverage Atlassian Automation, ScriptRunner, REST APIs, and Forge Apps to enhance platform capabilities.
• Identify opportunities for process improvement through automation and workflow optimization.

Skill Requirements

Required Skills

• Jira Software Administration
• Jira Service Management (JSM)
• Confluence Administration
• Atlassian Cloud Administration
• Workflow Configuration & Customization
• Automation Rules
• Permission & Access Management
• Dashboard and Report Development
• Atlassian Governance
• Agile & Scrum Methodologies
• Stakeholder Management
• Migration Planning & Validation
• Advanced Roadmaps
• ScriptRunner
• Atlassian Forge
• REST APIs and Integrations

Preferred Certifications

• Atlassian Certified Jira Administrator for Cloud (ACP-120)

Other Requirements

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Information at a Glance

Why HCLTech?

At HCLTech, youll supercharge your potential. Youll find your career. And youll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 223,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending June 2026 totaled $14.8 billion.