Jira Support Engineer - Cloud and Infrastructure
Birlasoft Limited
Work from Office
Full Time
Min. 2 yearsJob Description
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 LevelJob role
Job requirements
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