Vishali Mani
Dublin
Summary
Atlassian Specialist with 4+ years of experience administering and supporting Jira Software, Jira Service Management (JSM), and Confluence, Bitbucket across enterprise environments. Hands-on expertise in Atlassian Data Center and Cloud administration, workflow configuration, automation, REST API integrations, user management, and SSO/Active Directory integration. Experienced in supporting Atlassian Cloud migration initiatives including discovery, assessment, workflow redesign, ScriptRunner modernization, marketplace app evaluation, and cloud-ready configuration planning.
Strong knowledge of Agile, Scrum, Kanban, and ITSM/ITIL processes with proven ability to deliver scalable Jira and Confluence solutions aligned to business and operational requirements. Skilled in stakeholder engagement, workshop facilitation, documentation, troubleshooting, training, and post-implementation support within cross-functional environments.
Overview
7
7
years of professional experience
5
5
years of post-secondary education
Work history
Atlassian Support Engineer
Temenos Pvt Ltd
Chennai
05.2022 - 01.2025
- Orchestrated the transition to Jira Service Management, crafting 10+ custom workflows and custom fields using cloud-ready design to accelerate incident resolution times by 15% while improving dashboards and reports for stakeholder visibility.
- Managed permission schemes and ensured secure access control across Jira projects, integrating user management and Active Directory integration (SSO/SCIM alignment) to meet ITIL access management controls and Request Management workflows.
- Supported Agile delivery teams by designing workflow customization and automation rules in Jira Software and JSM, aligning processes with ITSM principles to streamline Service Desk operations and data quality across application configuration tasks.
- Troubleshot Jira user issues, resolved configuration conflicts, and improved tool adoption by providing training on best practices while diagnosing root causes and escalating complex Application and system cases per ITIL incident and problem processes.
- Strengthened service quality by identifying process gaps and driving improvements aligned with security and compliance needs, leveraging webhooks and REST API scripting to automate notifications and data synchronisation across incident, problem, change, and request management.
- Provided day-to-day functional support to Jira and Confluence users, facilitating knowledge transfer and mentoring peers while resolving configuration issues, access blockers, and workflow alignment queries through second-line Technical Support within the Service Desk.
- Guided users on best practices for project setup, sprint planning, and documentation structure within Jira and Confluence, maintaining Knowledge Base articles and handover materials to standardize support and accelerate resolution times.
- Offered solution-oriented consultancy to delivery managers and product teams to enhance their usage of Atlassian tools for improved productivity, planning Marketplace app configurations (e.g., Zephyr test management and ScriptRunner automation) and re-implementing Groovy-based logic with cloud-native capabilities; Diagnosed system-related issues, identified root causes, and implemented resolutions within established service management practices while working independently when required.
Technical Support Engineer
RR donnelley Pvt ltd
Chennai
07.2021 - 03.2022
- Conducted quality audits and ensured compliance with documentation and process standards, creating clear runbooks and handover artifacts to support seamless transitions between support teams.
- Collaborated across teams to enhance accuracy and consistency of deliverables by documenting procedures in a centralized Knowledge Base and aligning with ITIL change and problem controls; supported functional, regression, and user acceptance testing to ensure operational stability for critical Applications.
Helpdesk Associate
IT Helpdesk- Sutherland
Chennai
04.2021 - 07.2021
- Delivered Tier-1 technical support and resolved a variety of user-reported issues, facilitating first-contact resolution through succinct documentation and targeted training tips.
- Ensured secure handling of client data and strict adherence to protocols, aligning user management requests with identity controls for consistent access governance.
- Collaborated with team members to drive continuous service improvement by handling Help Desk tickets, logging incidents in ITSM tools, and providing first-line Technical Support for Microsoft 365 access and SharePoint queries.
Quality Service Associate
AMAZON DEVELOPMENT CENTER
Chennai
03.2019 - 09.2019
- Performed end-to-end regression testing for Alexa Music features to ensure stable playback, voice command accuracy, and seamless user experience during new releases, coordinating with the Service Desk to track application defects and verify fixes.
- Championed the improvement of test coverage for core music features, leading to a 7% reduction in customer reported bugs post-release and improving overall user satisfaction; Collaborated closely with development, product, and QA engineering teams to triage issues, diagnose root causes, and maintain consistent quality across music workflows.
- Executed test cases for music provider integrations (Amazon Music, Spotify, Apple Music, etc.), ensuring correct API responses and seamless partner ecosystem behaviour while documenting findings in the Knowledge Base for repeatable Technical Support.
- Ensured strict compliance with Amazon's quality benchmarks by following defined test plans, reporting standards, and validation protocols in alignment with ITIL quality and change controls.
- Identified recurring issues in Music features and provided insight-driven recommendations that contributed to process improvements and enhanced product stability, coordinating with Request Management to prioritize fixes and with Application owners to validate outcomes.
Marketing Brand Ambassador
Backup Marketing
Dublin
03.2025 - 05.2026
- Engaged directly with customers to increase brand visibility and encourage product adoption.
- Delivered compelling product presentations highlighting features, pricing, and unique value propositions.
- Maintained brand integrity by adhering to assignment briefs, including dress code, setup standards, and promotional guidelines.
- Collected customer feedback and shared insights to support future marketing and engagement strategies.
- Captured live event photos and transmitted them to headquarters using the GeoPal platform.
Education
Master of Science - Cyber Security
Dublin Business School
Dublin, Ireland 01.2025 - 01.2026
B.E. - Electronics & Instrumentation Engineering
Jeppiaar Engineering College
Chennai, India 01.2014 - 01.2018
Skills
Atlassian Platforms
- Jira Software (Data Center & Cloud)
- Jira Service Management (JSM)
- Confluence
- Atlassian Cloud Migration Support
- Jira Plans / Advanced Roadmaps
- Atlassian Administration
- Workflow Design & Customization
- Permission Schemes & Access Management
- Custom Fields & Screen Schemes
- Dashboards & Reporting
- User Management & Governance
- SSO / SCIM / Active Directory Integration
- Agile & ITSM Process Configuration
- ScriptRunner (Groovy)
- Listeners
- Scripted Fields
- Workflow Post Functions
- Jira REST APIs
- Confluence REST APIs
- Webhooks & Automation Rules
- Cloud-Native Automation
- Agile (Scrum & Kanban)
- ITSM / ITIL
- Incident Management
- Problem Management
- Change Management
- Service Request Management
Websites
Timeline
Marketing Brand Ambassador
Backup Marketing
03.2025 - 05.2026
Master of Science - Cyber Security
Dublin Business School
01.2025 - 01.2026
Atlassian Support Engineer
Temenos Pvt Ltd
05.2022 - 01.2025
Technical Support Engineer
RR donnelley Pvt ltd
07.2021 - 03.2022
Helpdesk Associate
IT Helpdesk- Sutherland
04.2021 - 07.2021
Quality Service Associate
AMAZON DEVELOPMENT CENTER
03.2019 - 09.2019
B.E. - Electronics & Instrumentation Engineering
Jeppiaar Engineering College
01.2014 - 01.2018