Track Lead (Support & Operations)

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

In short

The Track Lead (Support & Operations) will administer Jira Cloud, Jira Service Management, and related Atlassian products, focusing on configuration, security, and user access. This role also involves providing L2/L3 support, troubleshooting issues, and driving automation and continuous improvement to enhance platform maintainability and scalability.

Responsibilities

Administer Jira Cloud, Jira Service Management, and related Atlassian products.
Configure and maintain projects, workflows, screens, issue types, schemes, permissions, and custom fields.
Manage user onboarding, access requests, security groups, and permission models.
Perform regular platform health checks and proactively address performance or configuration issues.
Maintain platform documentation, standards, and governance controls.
Provide Level 2 and Level 3 support for Jira-related incidents and service requests.
Troubleshoot configuration, workflow, automation, integration, and access-related issues.
Monitor support queues and resolve incidents and requests within agreed service levels.
Deliver responsive, customer-focused support to business users and stakeholders.
Design and implement Jira Automation rules and workflow enhancements.
Identify opportunities to reduce manual effort through automation and process optimisation.
Reduce technical debt and improve platform maintainability, scalability, and supportability.
Support Jira standardisation and platform-modernisation initiatives.
Develop and maintain dashboards, filters, reports, and operational data extracts.
Promote data quality and adherence to enterprise reporting standards.
Provide insights that support operational and business decision-making.
Support data migration, clean-up, validation, and governance activities.
Provide technical guidance on Jira capabilities, administration practices, and governance.
Deliver user guidance, knowledge articles, and support documentation.

Requirements

Strong experience in Jira Cloud Administration, Jira Service Management, workflow configuration, permissions and security management, Jira Automation, dashboards and reporting, REST API integrations, platform governance, and L2/L3 support.
Experience with Atlassian Suite, Script Runner, Confluence Administration, and enterprise-scale Jira environments preferred.
Jira Cloud administration
Jira Service Management
Atlassian Automation
Workflow design and configuration
Permission and security management
REST APIs and integrations
Dashboard and reporting development
Data migration and platform governance
ScriptRunner experience is desirable
Confluence administration is desirable
Strong stakeholder engagement and customer-service capability
Analytical troubleshooting and problem-solving skills
Clear written communication and documentation
Ability to manage competing priorities in an enterprise environment
Risk-aware and continuous-improvement mindset

Benefits

At HCLTech, you'll supercharge your potential.
You'll find your career.
And you'll 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.

Skills

Jira Cloud AdministrationJira Service ManagementAtlassian SuiteScriptRunnerConfluence AdministrationAtlassian AutomationREST APIsJira AutomationWorkflow ConfigurationPermissions ManagementSecurity ManagementDashboard DevelopmentReportingData MigrationPlatform Governance

#Jira#Atlassian#Cloud Administration#Support#Operations#Automation#IT Support#IT Administration

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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