• Well versed in Atlassian ALM tool set which include JIRA Software, JIRA Service Desk, JIRA Core, Confluence and Bitbucket • Creation of Advanced Workflows• Expertise in Groovy Scripting using Script Runner in JIRA for creating advanced post-functions, field validations and dynamic field/screen configurations.• Identifying the requirements of the clients and providing the best SCM/ALM Solutions for the clients using Atlassian Tools• Provides support to customers with a high degree of customer service, quality andtechnical expertise.• Works diligently and efficiently to take calls, emails or service requests to maintainan average time to answer within SLA.• Collects debugging information as needed. Escalates issues outside of the givenscope of your team• Researches, resolves and responds to customer issues received via, e-mail andservice requests in accordance with current standards.• Clearly documents technical issues within support incidents. Evaluates issues andresolutions for contribution to the Technical Support Knowledge base.• Provides timely follow-up to user questions according to established SLA’s.• Acquires and maintains knowledge of existing and new products and services inorder to provide accurate and efficient client support.• Communicates issue status to customers in accordance with defined SLA’s.• On call support to be done in 24/7 and on rotational shift basis.• Ownership of Support hotline, web ticket to send, receive ServiceOperation requests 24X7.• Ownership of Support Application Help Desk (AHD) setup and relatedactivities 24X7.• Entire activities to be followed according to the SLA and OLA defined.• Responsible for the change requests which includes application customization usingUI, groovy, html development and deployment through automated tool chains.• Supporting the planned infrastructure maintenance activities which include patchingand migration for app servers, databases, NFS storage.