Key Responsibilities
- Jira Administration & Workflow Automation
- Design, configure, and optimize Jira workflows, transitions, automations, and validators across engineering and on-call operations.
- Maintain accuracy of key Jira fields including Component, Status, Hevo Error, and Awaiting User Input.
- Build workflow improvements that reduce manual work and enforce process consistency.Reliability & Incident Governance
- Review Reliability Board incidents for correctness of data (dates, source/destination, error classification).
- Validate mitigation timelines and coordinate with engineering for long-duration incidents (>X hours).
- Ensure reliability data is audit-friendly and accurately represents customer impact.
- On-Call Ticket Quality & MTTR Enablement
- Monitor weekly on-call tickets to ensure proper classification, timely closure, and correct state transitions.
- Track stale tickets (>2 weeks), manage non-responsive closures, and ensure tagging consistency.
- Improve MTTR by ensuring underlying Jira data is complete and accurate.
- Reporting, Dashboards & Insights
- Build and maintain live dashboards in Jira and Tableau covering reliability, ticket trends, SLAs, backlog, aging, and severity.
- Provide multi-dimensional engineering insights (platform, components, priority, customer tier, etc.).
- Enable leadership to make decisions based on accurate, real-time operational metrics.
- Program & Project Tracking
- Build and maintain project templates and automation frameworks for Engineering initiatives.
- Own centralized trackers for the engineering programs and initiatives, ensuring clarity on ownership, progress, and timelines.
- Improve cross-functional execution through standardized tracking and status visibility.
- Operational Excellence & Efficiency
- Identify inefficiencies in Engineering and Support workflows and implement automation-first solutions.
- Reduce repetitive manual effort for engineers (2–3 hours/week saved) through optimized Jira flows.
- Drive continuous improvement in process quality and operational governance.
What will help you succeed?
- Knowledge of software development lifecycle (Agile preferred)
- Must have familiarity with Jira
- Expertise in working with data (SQL, Tableau)
- Strong analytical and problem-solving skills
- Attention to detail
- Operational rigor
- Strong bias for action
- Excellent communication skills
- Ability to work cross-functionally (with Engg. teams) and drive process adherence
Qualifications
- 1–2 years of total and relevant experience, ideally in a tech product startup.
- Engineering or equivalent degree from a reputed institution.
