Operations Support Engineer – Atlassian Cloud DevOps (NextGen Ops / AIOps)

Operations Support Engineer Atlassian Cloud DevOps (NextGen Ops / AIOps)
ROLE OVERVIEW
Hands-on engineer to support and enhance the GitLab CI/CD ecosystem, integrating GitLab, Atlassian Cloud (Jira, JSM, Confluence) and Atlassian Forge pipelines. Drives NextGen Ops and AIOps automation for proactive monitoring, intelligent triage and self-service operations. Joins the EDX Platform Team's support operations group, which works the SDLC service-request queue and the Forge and automation development backlog.
KEY RESPONSIBILITIES
Integrate Jira Software, JSM and Confluence with DevOps pipelines for governance, compliance and automation.
Design, maintain and optimize GitLab CI/CD and Atlassian Forge pipelines, promoting Forge apps through training, stage and prod.
Design and administer Jira workflows, statuses, transitions, post-functions, validators, schemes and field configurations; build Automation for Jira (A4J) rules for routing and event automation.
Develop automation in Python, Bash or Groovy, including JSM request-process automation, project/space provisioning and role-cleanup tooling.
Implement AIOps: anomaly detection, predictive alerts, self-service pipelines, and KB-driven AI agents (ROVO) built from closed-ticket analysis.
Partner with Development, Operations and Governance teams on automation, observability and compliance.
OPERATIONS SUPPORT: L1 AND L2 ATLASSIAN ADMIN
L1: Work the SDLC service-request queue: Jira, JSM and Confluence access and permission requests, qTest project access and token issues, TestGrid device activation and access, LRES help, scrum-team and board updates, sprint closure.
L1: Resolve routine admin tasks within SLA: user/group access, project and space requests, dropdown and field value updates, plugin requests, standard how-to questions, ticket routing to the right component.
L2: Handle escalations and root cause: workflow and status changes, schema and field fixes, Forge app and plugin defects, integration and gateway issues, blocked external-vendor accounts, defect-linking failures.
L2: Own change execution for platform enhancements and Forge apps: build, test in training, deploy to stage and prod, validate and document; write KB articles and runbooks.
CORE SKILLS
DevOps: GitLab CI/CD, Atlassian Forge, Docker, Kubernetes
Scripting: Python, Bash, Groovy, Node.js, Java
Atlassian Cloud: Jira Software, JSM, Confluence, REST APIs, A4J, workflows, permission schemes
Observability: Splunk, Grafana, OpenTelemetry, Microsoft Sentinel
AIOps / NextGen Ops: Self-healing pipelines, predictive monitoring, AI-based ticket response, ChatOps
Governance: SOX controls, access reviews, change audit readiness
QUALIFICATIONS
3+ years in DevOps and Atlassian Cloud administration with strong CI/CD automation expertise.
Hands-on experience with Atlassian Forge, A4J and AI-powered operational automation.
Proven track record in observability, governance compliance and AIOps integration.
Strong analytical and problem-solving skills; comfortable with production support and incident response.
Nice to have: ServiceNow, qTest/TestGrid exposure, Atlassian certifications.