Shruthi Shobha Jayachandra
Edinburgh,United Kingdom
Summary
Atlassian Consultant with 14+ years of solid experience in managing Jira and Confluence. Worked on everything from platform architecture to enterprise governance. During my time at Enphase Energy, where I helped around 1,800 users, and at N-able, I designed workflows that really scale. I've also implemented Jira Service Management, crafted complex JQL queries, created leadership dashboards that provide real insights, and handled incident response from start to finish. Delivery-focused professional who understands complex environments and tight deadlines with strategic planning and leadership skills.
Overview
15
15
years of professional experience
1
1
Certification
Work history
Support Operations Manager
N-able
2021.12 - 2026.06
- Designed and implemented full JSM configurations, comprising workflows, issue types, SLA definitions, permission schemes, and reporting dashboards, resulting in increased effectiveness in service delivery.
- Managed incident management and resource planning processes for different portfolios by handling triage and escalation processes to ensure all incidents get resolved within required deadlines.
- Developed capacity planning processes leveraging Jira data which helped senior management to optimize available resources, set delivery targets, and minimize licensing expenses.
- Trained teams in using Jira Software and Jira Service Management tools through Scrum and Kanban frameworks.
I developed intricate JQL queries to generate delivery, capacity, and performance reports to assist the leadership in making informed decisions. - Performed regular audits and health checks on the Jira system in order to identify any problems related to performance or data quality and then develop solutions for these problems.
- Communicating with stakeholders at the program level and informing them about any issues, risks, and deliverables. Cross-functional collaboration with Sales, Customer Support, Marketing, Product Management and resolving early signs of risk and helped decision making and judgments.
- Applied strong problem solving skills and technical knowledge in building capacity planning and Asana-JIRA integration.
Atlassian Solution Architect
Enphase Solar Energy
2018.03 - 2021.11
- Set up and rolled out a complete Atlassian platform for 1,800 users, including software, firmware, and hardware teams. This effort standardized processes and created a cohesive project tracking system from scratch.
- Took charge of managing the enterprise Jira and Confluence setup, handling everything from governance and security to licensing, performance tuning, and user management on a large scale.
- Used Groovy scripting with ScriptRunner to automate workflows, manage field behaviours, and create post-functions, which really cut down on the manual workload.
- Designed various Jira components like workflows, screens, custom fields, and permission/notification schemes, along with Agile boards and JSM projects, all in line with ITIL/ITSM standards.
- Oversaw the entire Confluence information architecture, including global space templates, page hierarchies, permissions, and macros, to enhance knowledge management across global teams.
Senior Software Engineer (Atlassian & Salesforce Specialist)
Finastra Software Solutions
2011.07 - 2018.03
- Served as the go-to Atlassian tools and processes expert for global banking software company, overseeing more than 2,500 users on both Jira and Salesforce platforms.
- Created processes for handling customer requests in Salesforce, making sure they connected smoothly with Jira for developer support workflows and team triage.
- Led the team migration from CollabNet TeamForge to Jira, taking charge of all the admin tasks, configurations, and user training after the switch.
- Managed user roles, security settings, page layouts, and alerts in Salesforce CRM, holding certifications as an SFDC admin and platform developer.
- Leveraged coding expertise to develop custom solutions and integrations with JIRA and Confluence environments.
- Led the migration from Jira Server (6.13.4) to Jira Cloud, which involved project configuration, data validation, enabling users, and providing support after the move.
- Integrated Salesforce with Jira, and worked on Bitbucket workflows while also mentoring a team of four engineers on the best integration practices.
- Developed high-level KPI dashboards using advanced JQL and web container visualisations, giving the C-suite clear insights into delivery performance.
- Ensured strict audit trails and kept everything compliant, taking ownership of quarterly reviews and all license purchases with a close eye on the details.
- Conducted international training sessions for Jira and Confluence in the US, India, and Europe, while also serving as the Scrum Master for global product teams.
- Mentored and supervised a team of 4 on JIRA & Confluence.
Education
MSc - Strategic Project Management
Heriot-Watt University
Edinburgh, UKBEng - Computer Science
Visvesvaraya Technological University
IndiaCore Technical Skills
- Jira Admin: Workflows, Screens, Schemes, Permissions, Notifications, Agile/Scrum/Kanban boards, JSM, SLAs, Automation.
- Confluence: Space architecture, templates, permissions, macros, knowledge management, global governance.
- JQL & Reporting: Advanced JQL queries, custom dashboards, KPI reporting, executive visualizations, Tableau.
- Automation: ScriptRunner (Groovy), JSU Automation, Workflow Extensions, Advanced Roadmaps, Zephyr.
- I ntegration: CI/CD pipelines, SAML/SSO, Salesforce–Jira, Bitbucket, GitHub, REST APIs.
- Cloud/Infra: Atlassian Cloud, Server-to-Cloud migration, Azure, awareness of AWS/EC2 infrastructure.
- Add-ons: ScriptRunner, Zephyr, JSU Automation, Advanced Roadmaps, Rovo.
- Incident Management: Triage, root cause analysis, remediation, SLA management, audit trails, risk mitigation.
Awards
Spot awards at Finastra:
- Customer Focus & Speedy Delivery
- JIRA Performance Testbed Implementation
Certification
- Certified Scrum Master (CSM), Scrum Alliance
- Certified Scrum Product Owner (CSPO)
- Certified SFDC Administrator (201) & Platform Developer (401)
- CIPP/E — Certified Information Privacy Professional/Europe, Training Completed
Tools
Atlassian - JIRA, Confluence, JIRA Product Discovery, JSM, Rovo, Bitbucket, Trello
Salesforce - Sales Cloud, Service Cloud
Project Management - Asana
Collaboration Tools - Slack, MS Teams, MS Excel
Productive Tools - MS Excel, MS PowerPoint, MS Word
Version Control & CI/CD - GitHub, Bitbucket
Timeline
Support Operations Manager
N-able
2021.12 - 2026.06
Atlassian Solution Architect
Enphase Solar Energy
2018.03 - 2021.11
Senior Software Engineer (Atlassian & Salesforce Specialist)
Finastra Software Solutions
2011.07 - 2018.03
BEng - Computer Science
Visvesvaraya Technological University
MSc - Strategic Project Management
Heriot-Watt University