Description
This role provides Tier 1 and Tier 2 support for Jira Cloud users across Mastercard programs, ensuring seamless onboarding, issue resolution, and vendor coordination.
You will work closely with engineering, product, and vendor teams to maintain operational excellence and drive adoption of Jira Cloud and integrated tools like Aha! and X-ray.
Responsibilities:
- Serve as the primary contact for Jira Cloud support, handling Remedy tickets, onboarding queries, and user escalations.
- Facilitate onboarding of programs to Jira Cloud, including license validation, test case migration, and user provisioning.
- Conduct demos and office hours to guide users through Jira workflows and integrations.
- Partner with engineering teams to troubleshoot configuration issues, permission models, and data sync errors between Jira and Rally/Aha.
- Support CRQ planning and execution for Jira schema updates, field validations, and migration logic enhancements.
- Coordinate with vendors to resolve plugin issues, validate architecture diagrams, and ensure compliance with Mastercard's security standards.
- Monitor and clean up orphaned work items, duplicate epics, and initiatives across programs using Domo reports and Confluence documentation.
- Maintain Confluence pages for support instructions, banner updates, and workaround documentation.
Requirements:
- 5+ years in technical program management, preferably in enterprise software or Agile environments.
- Deep understanding of Jira Cloud, Aha!, Rally, and Atlassian ecosystem.
- Experience with enterprise migration programs, CRQ processes, and dependency tracking.
- Strong analytical skills with proficiency in Domo, EazyBI, and Confluence.
- Excellent communication and stakeholder management across global teams.
- Familiarity with CAB processes, onboarding calendars, and OKR tracking.
- Engages with vendor contacts and internal stakeholders for escalations and enhancements.