Role description

LOCATION - NOIDA

Responsibilities :

- Own, troubleshoot, solve complex customer technical issues, using collaboration, troubleshooting best practices, transparency within and across teams, maintain updates on the JIRA or Confluence tickets and enhancement requests.
- Error diagnosis (code review if needed), debugging, validation, and root cause analysis in Atlassian products.
- Enable replication of issues to verify product-related bugs.
- Contribute to case deflection initiatives, automation, and other digital self-help assets to improve customer/ engineer experience.
- Drive technical collaboration & engagement outside of Fiserv with our internal and external partners
- Provide technical leadership and mentoring for Junior JIRA admins.
- Act as the primary point of contact for local technical escalation.

Competencies:

- Customer Focus & Adaptability
- Effective communication
- Team and Collaborative Working
- Process re-engineering with a Solution mindset
- Learning Aptitude

Skills

Experience :

- 5+ years of experience in Technical Support, Software Services, and/or system administration for a large end-user community related to the Atlassian suite (JIRA, Confluence and/or Bitbucket).
- 2-3 years of experience working with Jira and Confluence Data Center (preferably on AWS hosted instances)
- Proven track record migrating JIRA and/or Confluence from older instances.




- Proven track record to de-escalate difficult situations with customers, working with executive levels
- Proven track record of multi-tasking between tickets and mentoring of junior team members.
- Experience in mentoring other support engineers to grow their technical and troubleshooting skills.
- Experience working in a high case volume environment and ability to prioritize.
- Coordinating training for new hires and conducting training using the skill gap analysis.

Must have Skills:

- Demonstrated technical competence with database skills, with the expertise to write and update SQL queries with ease.
- Experience with APIs and REST calls.
- Usage of Browser dev tools, frontend troubleshooting, and HAR File analysis.
- An understanding of Network terminologies such as DNS, DHCP, Usage of Basic Network troubleshooting commands, SSL, Proxy, Firewalls, and identifying underlying Network issues.
- Experience understanding and supporting Java-based apps, being able to analyze/troubleshoot Stack trace and Java-based exceptions.
- Positive understanding of OAuth-based authentication and other authentication mechanisms such as SSO/SAML.

Nice to have Skills:

- Experience working with Jira Service Manager
- Experience working with Splunk, Dynatrace, Clarity
- Familiarity with AWS Cloud technologies.
- Experience working in a Linux environment.
- Ability to read/write python scripts or Ansible playbooks.

**About RCG Global Services

📌 Jira Functional Admin 1 (India)
🏢 RCG Global Services
📍 India