Service Management Jira Administrator

Karthik Chintapalli

Sr. JIRA Administrator

Hyderabad, Telangana, India Email: **.*******@*******.** Phone: +91-966******* LinkedIn: https://www.linkedin.com/in/karthik-chintapalli-492622211 Professional Summary

Results-driven Jira Administrator with over 5 years of experience in managing and configuring the Atlassian suite (Jira, Confluence, Crowd, Jira Service Management). Proven track record of optimising workflows, integrating tools with enterprise systems, and enhancing service management efficiency. Skilled in agile methodologies, plugin administration, system migrations, user training and server restarts. Known for strong problem-solving, communication, and collaboration skills. Certifications

Emotional Acumen - S1 (Internal,Mphasis)

Python Best Practices - S1 (Internal,Mphasis)

Git - S1(Internal,Mphasis)

DevOps Essentials – S1(Internal,Mphasis)

Technical Skills

Tools: Jira 8.x/9.x, Confluence, Jira Service Management, Crowd, Bitbucket, Bamboo, eazyBI, Zephyr, Tempo

Languages & Scripting: Shell, Groovy (Jira Script Runner)

Authentication & Integration: LDAP, Active Directory, SSO, SSL

Platforms: Windows, Linux

Methodologies: Agile (Scrum, Kanban), SDLC, ITIL

Other: BMC Remedy, Microsoft Project, CSV/Bugzilla Import Professional Experience:

Mphasis Limited – Hyderabad, Telangana

Sr. JIRA Administrator / Service Desk Engineer

Duration: July 2019 – Present

Project: SBM Delivery Tools App

Client: Charles Schwab

Description: The Charles Schwab Corporation is an American multinational financial services company founded in San Francisco, California. Headquartered in Westlake, Texas, Charles Schwab is the 13th largest banking institution in the United States with over US$3.3 trillion in client asset

Key Responsibilities & Achievements:

Designed and customised Jira workflows, permission schemes, screen schemes, and notification schemes.

Upgraded and migrated Jira and Confluence instances across environments

(Windows to Linux).

Integrated Jira with Confluence, Bitbucket, Bamboo, and Crowd for centralised user management.

Managed large-scale user access and groups using Active Directory/LDAP.

Developed advanced dashboards and reports using JQL, eazyBI, and Tempo, enabling senior leadership visibility.

Automated regular backups and scripted Jira administration tasks, reducing manual effort by 40%.

Migrated Jira from Server to Data Centre setup and configured Disaster Recovery protocols.

Gained knowledge on Jira Server to Cloud migration processes, ensuring secure and seamless transitions.

Handled Jira and Confluence servers deployed on multiple nodes, ensuring minimal downtime and consistently high system uptime.

Implemented Jira Service Management Help Centre and managed SLA policies and queues.

Administered and enhanced Confluence usage for documentation and project collaboration.

Handled server restarts and post-patching validation as part of regular maintenance schedules.

Reduced Jira incident resolution time by 35% through structured issue categorization and support.

Implemented automation for repetitive tasks using ScriptRunner for Jira.

Provided user training sessions on Jira and Confluence best practices.

Created and managed custom issue types and field configurations.

Established change control process in Jira Service Management.

Monitored Jira application logs and resolved performance bottlenecks.

Administered permission schemes to enforce project-level access control.

Coordinated application downtime and maintenance windows with minimal impact.

Led efforts to restructure Jira project configurations for better traceability.

Handled a Jira instance supporting over 20,000 users and managing more than 1,000 projects across departments.

Maintained and improved the knowledge base within Confluence for support teams.

Responded to and resolved critical issues within defined SLA targets.

Got appreciation from the client for resolving issues quickly while maintaining high customer satisfaction.

Created comprehensive Confluence documentation on how to use Jira and troubleshoot common/repeated issues for internal teams. Project Responsibilities and Highlights:

1. Jira Data Centre Migration & DR Implementation

Role: Lead Jira Admin

Tech Used: Jira DC, Linux, AD/LDAP, Postgres, NFS

Description: Successfully migrated Jira from a standalone instance to a high- availability Data Centre setup. Enabled DR with near-zero downtime configuration.

Impact: Achieved 99.95% uptime and improved scalability for over 20,000 users. 2. Integration of Atlassian Suite with Enterprise Tools

Role: Sr Jira Admin / Integrator

Tech Used: Jira, Confluence, Bitbucket, Bamboo, Crowd

Description: Led integration efforts between Atlassian tools and enterprise systems, ensuring seamless authentication and workflow sync.

Impact: Reduced duplicate efforts across tools by 50%, boosting development team productivity.

3. Custom Reporting and Dashboard Automation

Role: Reporting Specialist

Tech Used: eazyBI, JQL, Jira Gadgets

Description: Built real-time dashboards and reports for cross-functional stakeholders.

Impact: Improved issue tracking accuracy and reduced report generation time from hours to minutes.

Education

Bachelor of Computer Science

Andhra University, Visakhapatnam

Graduated: 2017

Soft Skills

Strong communication and stakeholder engagement

Analytical thinking and problem-solving

Adaptability in fast-paced environments

Team collaboration and knowledge sharing

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