Senior Support Lead

Technology, Data & Digital · Software & Web Development · Software Engineering · IT Support

In short

The Senior Support Lead will manage, configure, and improve Atlassian platforms like Jira and Confluence, including integrations. Responsibilities include platform administration, workflow design, access management, user support, automation, and ensuring platform governance and compliance.

Responsibilities

Administer Jira projects, workflows, permission schemes, notification schemes, custom fields, screens, boards, filters, and dashboards.
Manage Confluence spaces, templates, permissions, macros, and standardized documentation.
Design and optimize workflows using conditions, validators, and post-functions.
Configure and maintain Jira automation rules, scheduled triggers, and notifications.
Provide L1/L2 support for access, configuration, automation, performance, and data-related issues.
Escalate complex technical issues to L3 or vendor support and ensure SLA compliance.
Manage user provisioning, de-provisioning, roles, groups, and project-level permissions.
Perform periodic access reviews and support audit requirements.
Plan and execute standard changes, upgrades, patches, and platform improvements.
Configure integrations using REST APIs, webhooks, CI/CD, DevOps, and reporting tools.
Support onboarding of new users, projects, and programmes.
Create SOPs, runbooks, knowledge articles, user guides, and training materials.
Conduct demonstrations and training sessions for Jira and Confluence users.
Ensure platform usage follows security, governance, and change-management standards.

Requirements

5+ years of hands-on Jira and Confluence administration experience.
Strong knowledge of Jira projects, workflows, schemes, permissions, fields, screens, boards, and dashboards.
Experience with Confluence spaces, templates, permissions, and macros.
Experience with Jira Automation, ScriptRunner, or similar automation tools.
Understanding of REST APIs, webhooks, and DevOps tool integrations.
Experience with user provisioning, SSO/SAML, Active Directory, and group-based access.
Understanding of ITIL practices, including Incident, Change, and Problem Management.
Working knowledge of Agile methods such as Scrum and Kanban.
Strong troubleshooting, documentation, communication, and stakeholder-management skills.

Benefits

Supercharge your potential.
Find your career.
Find your spark.
A place that knows that helping its customers stay on top starts by putting its people first.

Skills

JiraConfluenceJira AutomationScriptRunnerREST APIsWebhooksDevOpsSSOSAMLActive DirectoryITILAgileScrumKanban

#Jira#Confluence#Jira Align#Platform Administrator#Workflow Configuration#Access Management#User Support#Automation#Upgrades#Onboarding#Governance#REST APIs#Webhooks#DevOps#ITIL#Agile#Scrum#Kanban#Troubleshooting#Documentation#Communication#Stakeholder Management#ScriptRunner#SSO#SAML#Active Directory

About HCLTech

Supercharging progress through technology and innovation

HCLTech is a global technology company, home to 219,000+ people across 54 countries, delivering industry-leading capabilities centered around digital, engineering and cloud, 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 September 2022 totaled $12.1 billion. To learn how we can supercharge progress for…

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