Track Lead (Support & Operations)
India
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Job Description
Track Lead (Support & Operations)
Bengaluru, Karnataka

Job Summary

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

Key Responsibilities

Platform Administration

  • 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.

Operational Support

  • 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.

Automation and Continuous Improvement

  • 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.

Reporting and Data Management

  • 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.

Stakeholder Management

  • Provide technical guidance on Jira capabilities, administration practices, and governance.
  • Deliver user guidance, knowledge articles, and support documentation.

Skill Requirements

Technical Skills

  • 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

Professional Skills

  • 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

Other Requirements
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Information at a Glance

Why HCLTech?

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.