Track Lead - Program & Project Management

Job Summary

Business unit UMC, Domain COLLABORATION TOOLS, Sub-domain CONFLUENCE

Key Responsibilities

• Work on complex / escalated incidents, problems and changes within the Operational environment.
• Manage, lead and prioritise a team of Security Analysts working in operational environment, provide level 3 operational support and own achieving SLAs for agreed service metrics.
• Provide leadership and training to technical support staff including mentoring of 2nd line support staff to improve diagnostic skills and encouraging them to achieve security product accreditation.
• Carry out Security Solutions Technical Consultancy and implementation in support of customer project work.
• Experience configuring Atlassian products beyond JSM (Jira Software, Confluence).
• Form an integral part of a 24 hour support rota to provide 24x7 support to the designated customer.
• Produce scripts and supporting documentation to allow the 2nd line diagnostic team to undertake remote software downloads configuration changes and implementation of new customer projects.
• Attend meetings on behalf of the team and line manager.

Skill Requirements

10+ years of experience with " Management of Jira and Confluence Data Centre instance (Production and QA)

Other Requirements

Experience in Upgrades, Solution designing and implementation of various security products. 1. Project / Space creation, onboarding, Configuration and Customizations for Workflow Schemas and Custom Fields 2. Work with Novartis and 3rd parties to resolve issues related to plug-ins 3. User and Access management 4. Applying Patches, Version upgrades and maintenance of Jira and Confluence 5. Backup & Restoration for Jira and Confluence 6. Support Team Management and Reporting 7. Upgrading to latest version and applying security fixed to Jira, Confluence and plug-ins 8. Proactive Monitoring, Alerting & Event Management of Jira & Confluence through the ITSM tool provided by Novartis 9. For incidents related to plug-ins, act on behalf of Novartis to log incidents with 3rd party providers and follow-up on resolution. 10. Service Request Management 11. Clarification on Usage queries on Jira / Confluence 12. Creation of Space and Projects 13. User and Access Management 14. Jira & Confluence Project configurations of workflows, Custom fields and Schemas 15.

Jira and Confluence Upgrades and Patch Management: