Overview

Part of the Jira Service Management (JSM) organisation within Atlassian Engineering. The ITSM Analytics group builds the reporting & analytics platform that turns JSM operational data (requests, incidents, SLAs, Assets and Ops/Opsgenie) into actionable insight for IT and service teams — a key competitive differentiator for JSM in the ITSM market.

The ITSM Analytics team owns JSM's reporting & analytics surface end-to-end: Custom Metrics (configurable and ratio metrics, OOTB PM-authored templates), JSM Insights (SLA-breach insight generation engine and GraphQL APIs), Operations Reports, Assets Reporting and the JSM Summary Page. It is a full-stack team spanning frontend dashboards and metric-authoring UIs, backend GraphQL APIs and data pipelines, and reporting data infrastructure. High ownership, shipping across EAP → Beta → GA while investing in performance, scale and data quality/observability.

Responsibilities

Lead a charter-defining team building the analytics engine at the heart of Atlassian's ITSM strategy. High visibility (directly tied to FY27 JSM growth KRs),



a broad surface spanning greenfield-to-scale (Custom Metrics, Insights, Ops & Assets reporting), and real technical depth across data platform, GraphQL APIs and modern React frontends. You will grow and shape a multi-pod team, set technical direction for a large data domain, and own outcomes GA'ing to enterprise customers.

Qualifications
- 10+ years in software engineering with 4+ years managing engineering teams (managing senior ICs and/or managers preferred at M60).
- Track record shipping and scaling data-intensive analytics, reporting or platform products.
- Solid technical depth in: distributed backend/data pipelines and GraphQL/API platforms, comfortable operating across the full stack.
- Experience with cloud data infrastructure (GCP/AWS), performance at scale, and data quality/observability.
- Proven people leadership: hiring, growing, coaching and retaining senior engineers.

Ben

📌 Senior Engineering Manager (Bengaluru)
🏢 Atlassian
📍 Bengaluru