Data Center Service Management

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GATLA NARENDRA REDDY

Mobile: +91-703*******

Email: *******************@*****.***

EXPERIENCE SUMMARY

Over 3.7 years of strong experience in administration, customization, and support of Atlassian tools like Jira (Core, Software, Service Management), Confluence, Bitbucket, Bamboo, and Crowd, across Server, Data Center, and Atlassian Cloud platforms.

Hands-on experience in migrating Jira, Confluence, and Jira Service Management between Server/Data Center and Atlassian Cloud, including complete data backup, testing, and user access control.

Proficient in building and managing custom Jira workflows with conditions, validators, post-functions, triggers, screens, custom fields, and schemes like permission, issue type, and notifications.

Successfully integrated Jira with Active Directory (LDAP/AD) for centralized login, and with tools like Confluence, Bitbucket, Jenkins, Bamboo, and ServiceNow for end-to-end DevOps and ITSM workflows.

Configured and maintained Jira Service Desk (Jira Service Management) portals with custom request types, SLAs, queues, automation rules, and user roles for agents and customers.

Experienced in installing, upgrading, and configuring Jira plugins like Zephyr, X-Ray, EasyBI, All-in- One Reports, and scripting with Groovy for automation and customization.

Strong knowledge of CI/CD processes, including Docker agent setup, custom image creation, and pipeline integration with Jenkins and Bamboo.

Performed seamless Linux server migrations and Atlassian application deployments to AWS EC2 with EC2 configuration, backup automation, and SSL setup.

Administered Bitbucket for Git/SVN integration, managed branching strategies, merge operations, and user permissions. Also handled Bamboo for build and release automation.

Solid background in managing databases like PostgreSQL, Oracle, MySQL, and MS SQL including backup, scripting, schema migration, and clustering.

Installed and configured Crowd for centralized user management and integrated it with Jira and Confluence.

Led Single Sign-On (SSO) implementation using OKTA, Azure AD, and SAML 2.0, configured SSL certificates via Java Keytool, and set up multi-factor authentication (MFA).

Well-versed in implementing Jira backup and disaster recovery procedures using both UI-based and database-level tools; experienced with Jira Data Center, JDR, F5 load balancer, and Apache proxy settings.

Developed REST API integrations for Jira and Confluence using GET, POST, PUT, and DELETE methods for automation and third-party tool connections.

Managed application deployments, validated APIs with Postman, and monitored system performance using Splunk and Tomcat Manager.

Led server migrations and Atlassian tool transitions from on-premises to cloud across Linux and Windows platforms.

Conducted various types of testing (smoke, sanity), created test cases, and validated OTP flows and MFA features for secure login environments.

Supported Agile teams by managing Epics, Stories, Sprints, Versions, Components, and creating Agile dashboards using JQL.

Delivered end-user training sessions for Jira, Confluence, and JSM; provided L1/L2 support and resolved user tickets within SLA.

Good understanding of ITIL practices, with ITIL V3 certification, contributing to structured and process-oriented service delivery.

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EMPLOYMENT DETAILS

1. VSoft Technologies Pvt. Ltd.

Role: Junior Engineer (Jira, Confluence & SSO Administrator) Duration: 16 Nov 2023 – Present

2. CRUX Management Services Pvt. Ltd.

Role: Jira Administrator

Duration: July 2021 – June 2023 (1 year 11 months) Client: Hetero

EDUCATION

Bachelor of Pharmacy NIPS, affiliated to Jawaharlal Nehru Technological University, Kakinada (JNTUK) TECHNICAL SKILLS

Jira Core

Jira S/W

Jira Service Management

Confluence

Crowd

Stash/Bitbucket

Jenkins

Groovy Scripting

UNIX Shell Scripting

JDC & JDR

AWS –EC2, Linux, Windows Server

PostgreSQL, Oracle, MySQL

LDAP/AD

SAML, SSO, OKTA, Azure SSO, SSL

Encryption

Workflow Development

REST API

Postman, Splunk, ServiceNow, Tomcat

Manager, TightVNC, WinSCP, RDP, PuTTY,

FileZilla, PgAdmin, SQL Developer

PROJECT DETAILS

Current Project:

Client: VSoft Technologies

Project: Products

Duration: Nov 2023 – Till Date

Role: JIRA Administrator

Tools: Atlassian Cloud, Data Center, JIRA Service Management, Bitbucket, PostgreSQL Roles & Responsibilities

Spearheading end-to-end Jira administration for multiple enterprise-grade projects, overseeing workflows, permission schemes, custom fields, and screen configurations to ensure seamless issue tracking and project execution.

Delivered expert-level technical support to cross-functional teams, resolving escalated Jira issues and implementing optimization strategies to boost platform efficiency.

Architected and deployed custom Jira configurations, including issue type schemes, workflow schemes, and advanced automation rules to streamline business processes and reduce manual effort.

Led the implementation of Jira Service Management, including custom request types, dynamic queues, SLA metrics, and tailored customer portals—enhancing support operations and user experience.

Administered and fine-tuned key Jira plugins (Zephyr, X-Ray, Tempo Timesheets, EasyBI), improving test case management, time tracking, and executive reporting across teams.

Orchestrated bulk issue imports via CSV, ensuring meticulous data mapping and integrity across complex project migrations and transitions.

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Developed real-time dashboards and reports using JQL, enabling teams and leadership to extract actionable insights and make data-driven decisions.

Integrated Jira with Confluence, Bitbucket, Jenkins, and Bamboo, empowering DevOps workflows, version control, and collaborative documentation.

Conducted periodic system upgrades, performance tuning, and application health checks using Tomcat Manager and Splunk to maintain high availability and stability.

Established scalable asset management protocols within Jira Service Management, ensuring accurate inventory tracking and seamless lifecycle management.

Implementing SSO for international banking customers, enabling Two-Factor Authentication (2FA) with SAML 2.0, Azure AD, and OKTA.

Configuring SSL certificates, HTTPS setup, MFA authentication, and security enhancements for enterprise applications.

Installing, configuring, and maintaining commonly used JIRA add-ons like Zephyr, X-Ray, Tempo, Timesheet Reports, Project Pivot, enhancing test case management and reporting functionalities.

Performing JIRA upgrades and migrations, ensuring system integrity and smooth transitions.

Managing release processes, tracking versions, automating deployments, and maintaining JIRA release management workflows.

Project-2:

Client : Hetero

Project : Product

Duration : July 2021 – June 2023

Role : Atlassian Jira, Confluence, Jira Align, Atlassian Guard, JSM Administrator Tools : Atlassian Cloud, DC, Jira Service Management, Bitbucket and PostgreSQL

ROLES AND RESPONSIBILITIES

Worked as a Jira Administrator managing both Cloud and Data Center environments to ensure high availability and optimal performance.

Configured and maintained projects, workflows, permission schemes, notification settings, and custom fields based on stakeholder requirements.

Administered Jira Service Management (JSM), setting up customer portals, request types, SLA metrics, automation rules, and ticket queues.

Handled daily ticketing and incident resolution, resolving user issues and supporting uninterrupted delivery operations.

Developed JQL queries to create dashboards and analytical reports for sprint monitoring, issue tracking, and workload insights.

Managed user provisioning, access control policies, and role-based authentication via Azure AD, OKTA, and SAML 2.0.

Monitored system health using Splunk and Tomcat Manager, performing regular audits, backups, and plugin compatibility checks.

Conducted workflow optimization through transition updates, validator configurations, and condition tuning.

Documented configurations, updates, and SOPs in Confluence, supporting internal governance and knowledge sharing.

Environment: JIRA, Confluence, Crowd, GIT, Remedy, ANT, Maven, Grails, IBM Lotus Notes, Jenkins UAT, Jenkins Enterprise, Windows, Linux, J2EE, Shell Scripts, SQL Server, Windows/NT 4 P a g e

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