JIRA Service Management

Company Description

Sanganan IT Solutions Pvt Ltd. is dedicated to helping organizations leverage cutting-edge technologies to make work easier and more efficient. By connecting people to the right information at the right time, we enable faster, better-informed decision-making. Based in Noida, India, our team provides low-risk, high-performance solutions combining offshore cost-efficiency with direct team interaction. Our expertise spans business analytics, collaboration solutions, customized enterprise applications, and more, helping businesses improve communication, streamline workflows, and boost productivity.

We are seeking a highly skilled Jira Service Management (JSM) Developer/Consultant with proven experience delivering ITIL-aligned ITSM solutions in Security Operations Center (SOC) and Managed Security Services Provider (MSSP) environments. The ideal candidate will combine deep expertise in JSM configuration, Microsoft ecosystem integration (Power Automate, Logic Apps, SharePoint Online), and SOC/MSSP operational workflows. You will design, implement, and optimize scalable ITSM workflows for multi-tenant SOC environments, integrating security alert lifecycles, SLA metrics, and customer-facing service reporting.

Key Responsibilities

1. ITSM Design, Implementation & Optimization

- Design, configure, and deploy Jira Service Management projects, workflows, forms, queues, and SLA logic tailored for SOC/MSSP operations.
- Create ITIL-aligned request types (Incident, Service Request, Problem, Change) with approval flows.
- Map SOC alert lifecycle metrics (MTTD, MTTI, MTTR, MTTT) into JSM with automation, SLA tracking, and escalation flows (P1/non-P1).
- Build reusable workflows/templates for rapid replication across multiple MSSP customers.

2. Integration & Automation

- Integrate JSM with Microsoft Power Automate or Azure Logic Apps for automated ticketing, notifications, and escalations.
- Connect JSM with SharePoint Online (SPO) for Knowledge Base search, referencing, and ticket-to-KB linking.
- Enable Outlook/M365 email parsing for automated ticket creation and enrichment.
- Integrate with Microsoft Sentinel and other SOC tools via REST APIs, webhooks, or third-party connectors for security alert ingestion and lifecycle management.

3. SOC/MSSP Operational Enablement

- Support multi-tenant MSSP workflows (per-customer queues, tagging, skill-based routing).
- Align ticket transitions with SOC operational tiers (L1 triage → L2 investigation → L3 escalation/response).
- Implement dashboards and reports for SOC performance: SLA adherence, alert volume trends, false positive rates, and incident response effectiveness.
- Develop and maintain monthly/quarterly MSSP customer reports from JSM data.

4. Governance, Security & Compliance

- Implement role-based access controls (RBAC), permission schemes, and secure configurations aligned with ISO 27001, SOC audit, and MSSP compliance requirements.
- Document escalation matrices, playbooks, SOPs, and automation logic for SOC workflows.

5. Training, Documentation & Handover

- Deliver onboarding and training sessions for SOC analysts and leads on JSM usage and workflows.
- Maintain comprehensive platform configuration documentation, API integration guides, and workflow governance policies.
- Ensure smooth handover for ongoing operations and future scalability.

1. Technical Skills

· 3–5+ years configuring Jira Service Management (Cloud), with at least 1–2 years in SOC, MSSP, or cybersecurity-focused environments.

· Familiarity with scripting tools for Jira (Groovy/Scriptrunner) and dashboard customization.

· Understanding of REST APIs, JSON, and automation workflows with external systems.

· Strong expertise in ITSM configuration (request types, SLAs, automation rules, queue design, JQL).

a. Proven experience with:

· Microsoft Power Automate or Azure Logic Apps

· SharePoint Online (SPO) integration

· Microsoft Sentinel or other SIEM integrations

2. SOC/MSSP Domain Knowledge

· Familiarity with SOC processes: alert triage, escalation, incident lifecycle management, SLA tracking, and MSSP multi-customer support.

· Awareness of security metrics: MTTD, MTTR, FPR, escalation success rates.

· Exposure to KQL, MITRE ATT&CK, TIP, or SOAR integration is a plus.

3. Soft Skills

· Excellent English communication skills, supported by one or more of:

· IELTS (6.5+), TOEIC (800+), BEC Vantage or higher.

· Ability to translate SOC operational requirements into robust JSM configurations.

· Strong documentation and training capability.

· Detail-oriented, self-driven, and able to work in fast-paced, multi-stakeholder environments.

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