Business unit UMC, Domain COLLABORATION TOOLS, Sub-domain CONFLUENCE
Work on complex / escalated incidents, problems and changes within the Operational environment. • Manage, lead and prioritise a team of Security Analysts working in operational environment, provide level 3 operational support and own achieving SLAs for agreed service metrics. • Provide leadership and training to technical support staff including mentoring of 2nd line support staff to improve diagnostic skills and encouraging them to achieve security product accreditation. • Carry out Security Solutions Technical Consultancy and implementation in support of customer project work. • Experience configuring Atlassian products beyond JSM (Jira Software, Confluence). • Form an integral part of a 24 hour support rota to provide 24x7 support to the designated customer. • Produce scripts and supporting documentation to allow the 2nd line diagnostic team to undertake remote software downloads configuration changes and implementation of new customer projects. • Attend meetings on behalf of the team and line manager.
10+ years of experience with " Management of Jira and Confluence Data Centre instance (Production and QA)
Experience in Upgrades, Solution designing and implementation of various security products. 1. Project / Space creation, onboarding, Configuration and Customizations for Workflow Schemas and Custom Fields 2. Work with Novartis and 3rd parties to resolve issues related to plug-ins 3. User and Access management 4. Applying Patches, Version upgrades and maintenance of Jira and Confluence 5. Backup & Restoration for Jira and Confluence 6. Support Team Management and Reporting 7. Upgrading to latest version and applying security fixed to Jira, Confluence and plug-ins 8. Proactive Monitoring, Alerting & Event Management of Jira & Confluence through the ITSM tool provided by Novartis 9. For incidents related to plug-ins, act on behalf of Novartis to log incidents with 3rd party providers and follow-up on resolution. 10. Service Request Management 11. Clarification on Usage queries on Jira / Confluence 12. Creation of Space and Projects 13. User and Access Management 14. Jira & Confluence Project configurations of workflows, Custom fields and Schemas 15. Jira and Confluence Upgrades and Patch Management
HCLTech is a global technology company, home to more than 226,600 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 September 2025 totaled $14.2 billion. To learn how we can supercharge progress for you, visit hcltech.com.
