Pune, Maharashtra
Job Summary
We are seeking a highly skilled Atlassian Tech Lead – to lead and manage support operations for Atlassian tools (Jira, Confluence, Jira Service Management, Bitbucket).
The candidate will be responsible for ensuring platform stability, driving incident resolution, handling escalations, and guiding the team on technical and operational aspects.
Key Responsibilities
Technical Leadership
Lead L2/L3 support for Atlassian suite including Jira, Confluence, JSM, Bitbucket
Provide expertise in administration, configuration, and customization of Atlassian tools
Troubleshoot complex issues including performance, integrations, and workflows
Drive root cause analysis (RCA) and implement permanent fixes
Support & Operations
Manage incident, problem, and change management processes
Ensure adherence to SLA/KPI metrics (resolution time, uptime, customer satisfaction)
Handle critical production incidents and escalations
Monitor system health, performance, and availability
Team Management
Lead and mentor support team members (L1/L2)
Allocate tasks, review deliverables, and ensure quality of support
Drive knowledge sharing and documentation practices
Customization & Integrations
Implement and manage:
Custom workflows, schemes, and automation rules
REST API integrations with external systems
Marketplace apps/plugins
Ensure proper governance and compliance in customization
Stakeholder Management
Act as primary point of contact for business stakeholders
Participate in governance meetings and provide status updates
Align support activities with business priorities
Continuous Improvement
Identify opportunities for automation and process improvement
Optimize Atlassian platform usage and performance
Maintain support documentation, SOPs, and knowledge base
Skill Requirements
Strong experience in:
Jira Software & Jira Service Management (JSM)
Confluence administration
Bitbucket / Git integration
Hands-on with:
Workflow design, screens, schemes, permissions
Atlassian REST APIs & scripting (Groovy, Python, or Java)
Experience with:
Plugins (ScriptRunner, Insight/Assets, Automation tools, etc.)
User management, LDAP/SSO integration
Knowledge of:
ITIL processes (Incident, Problem, Change Management)
Performance tuning & troubleshooting
Cloud and/or Data Center deployments
Other Requirements
Strong leadership and decision-making ability
Excellent communication and stakeholder handling skills
Problem-solving mindset with attention to detail
Ability to work under pressure in a production support environment
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