Lakshmi Sravani

Senior Atlassian Administrator with 6+ years optimizing Jira, JSM, Confluence, and Bitbucket across Cloud and on-premises environments. Delivered a 40% reduction in incident resolution time, 30% less manual effort through workflow automation, and 99% data integrity across 6 enterprise migrations. Specialized in ITSM process design, plugin integration, and scalable Atlassian architecture.

Senior IT Service Management Engineer at OneTrust (2024-03 – 2025-07)

• Architected end-to-end ITSM processes (Incident, Problem, Change), achieving a 40% reduction in mean time to resolution across all service tiers.
• Designed SLAs, KPIs, and performance metrics, sustaining 90%+ adherence to service standards across all production environments.
• Deployed automation rules that eliminated 20% of manual workload, increasing team throughput without additional headcount.
• Directed Service Desk operations, driving a 4.5/5 CSAT score through structured escalation paths and real-time SLA monitoring.
• Partnered with cross-functional teams across 9 critical business initiatives to align ITSM solutions with operational requirements.
• Enhanced system capabilities by 35% by integrating ITIL best practices into existing workflows and tooling.
• Maintained continuous audit readiness and regulatory compliance across all IT service processes.
• Mentored 3 junior ITSM engineers, establishing knowledge-sharing practices and a culture of continuous improvement.

Jira Administrator at Quotient Technology India Pvt. Ltd (2022-03 – 2024-02)

• Executed on-premises-to-Cloud Jira & Confluence migration for a 300+ project environment with 99% data integrity.
• Engineered custom workflows, screens, fields, dashboards, and Agile boards for 8 development teams, accelerating sprint delivery cycles.
• Automated administrative tasks using ScriptRunner and Automation for Jira, cutting manual effort by 15%.
• Managed security and permission schemes across 300+ projects, enforcing least-privilege access controls.
• Installed and configured plugins and integrations, boosting team productivity by 40%.
• Delivered sprint metrics, velocity, and capacity dashboards for 5 leadership teams, enabling data-driven planning.
• Administered Confluence permissions for 95 active spaces, improving content governance and collaboration.
• Produced SOPs and self-service documentation for 1,500+ users, reducing support ticket volume by 40%.

Jira Administrator at BSS Business Consultancy Pvt. Ltd (2019-08 – 2022-01)

• Led Atlassian Cloud migrations for 6 enterprise clients, integrating 25 complex datasets with zero data loss.
• Designed 120+ custom workflows, screens, field configurations, and notification schemes for diverse project methodologies.
• Integrated JSM, Zephyr, and ScriptRunner to streamline testing, service management, and scripting workflows.
• Implemented JSM customer portals and automation rules, improving first-call resolution by 10%.
• Maintained 99.9% uptime across 3 production environments administering Jira, Confluence, Bitbucket, and Crowd.
• Managed identity and access for 800 users via AD/Crowd/LDAP integration, ensuring secure and auditable authentication.
• Delivered end-user training programs that improved user proficiency scores by 50%.

Bachelor of Computer Science in Computer Science – Dhanekula Institute of Engineering & Technology, Vijayawada (JNTU Kakinada) (2016-05)