Shashank Agrawal
Bangalore
Summary
Dynamic Enterprise Atlassian Solution Architect and Transformation Leader with over 15 years of experience in designing and implementing large-scale Jira, Confluence, and Jira Service Management (JSM) platforms. Specialized in Atlassian Cloud and Data Center architecture, with expertise in executing enterprise Jira migrations (JCMA/CCMA), developing governance frameworks, standardizing workflows, and integrating marketplace applications. Proven track record in spearheading comprehensive Atlassian implementations, consolidating platforms, and driving enterprise-scale transformations within global organizations. Committed to leveraging expertise to enhance operational efficiency and support organizational growth through innovative solutions.
Overview
15
15
years of professional experience
Work History
Atlassian Solution Architect | CTO
Padah Solutions PVT LTD
Bangalore
02.2019 - 12.2025
- Delivered end-to-end Atlassian implementations including design, migration, governance, and post-go-live optimization
- Success story Published: https://www.atlassian.com/customers/bandhan-life
- Enterprise consulting firm focused on building scalable SaaS-based collaboration and service management solutions for global clients.
- Enterprise Solution Architecture & Delivery
- Architected and delivered Atlassian solutions supporting 8000+ users across enterprise environments
- Reduced system complexity and improved performance by consolidating multiple Jira instances into standardized enterprise platforms
- Assessed complex Jira/Confluence Data Center environments including workflows, schemes, integrations, and marketplace apps
- Designed scalable templates and governance frameworks reducing configuration sprawl and improving implementation efficiency by -30%
- Executed multiple Jira and Confluence migrations to Atlassian Cloud, handling large datasets, user bases, and complex app ecosystems
- Partnered with pre-sales and business teams to define solution approach and improve customer outcomes
- Cloud & SaaS Transformation
- Led transition from on-premises systems to SaaS-based cloud platforms, enabling scalability and improved user adoption
- Led large-scale Jira/Confluence/Bitbucket Cloud migration initiatives using Atlassian migration frameworks
- Hands-on experience with Atlassian Cloud migrations using JCMA/CCMA including user migration, app assessment, and data validation
- Delivered cross-platform migrations and consolidation initiatives
- Defined migration strategies covering:
- App compatibility mapping
- User migration
- Data cleanup and consolidation
- Workflow and scheme standardization
- Governance & Enterprise Architecture
- Defined platform governance and standardization strategies to ensure scalability, consistency, and long-term maintainability
- Designed shared scheme architectures covering:
- Workflow schemes
- Issue type schemes
- Field configuration schemes
- Implemented best practices to reduce configuration sprawl and ensure maintainability
- Cross-Functional Leadership
- Collaborated with engineering, business, and customer stakeholders to drive platform adoption and continuous improvement
- Led workshops to identify customer pain points and translate them into platform enhancements
- Built and mentored high-performing teams delivering scalable enterprise solutions
- Atlassian Marketplace App Development
- Developed and published a Jira Service Management (JSM) app for round-robin ticket assignment with shift roster support
- Designed to solve enterprise workload distribution challenges across support teams
- Enhanced automation and reduced manual ticket assignment effort in JSM environments
Sr. Technical Consultant
Amrut Software PVT LTD
04.2017 - 02.2019
- Managed upgrade, maintenance, and migration of Atlassian tools to ensure optimal performance and reliability.
- Led upgrade and migration of applications from Windows server to Linux server, enhancing system stability and performance.
- Established Atlassian tools integration to enhance operational efficiency.
- Amrut Software is an Atlassian Platinum Partner & undertakes projects from multiple companies.
Sr. Technical Analyst
Magna Infotech, Quess corp - Client ANZ
09.2016 - 03.2017
- Upgraded and migrated Jira, Confluence, Crucible/Fisheye, Bitbucket, Subversion, and artifactory (jfrog) applications from Windows server to Linux server to improve system performance and reliability.
- Provided Level 3 support for Jira, Confluence, Crucible/Fisheye, Bitbucket, Subversion, and artifactory (jfrog) applications, addressing user queries and performing proactive maintenance to enhance application functionality.
- Delivered exceptional customer service to ANZ, a leading Australian bank, ensuring user satisfaction and effective issue resolution.
System Engineer
Flipkart Internet PVT LTD
09.2013 - 08.2016
- Level 2/Level 3 support for Jira, Confluence, Fisheye/Crucible, Git and carrying out various proactive maintenance activities.
- Monitored server performance, debugged log errors, and addressed production issues through timely service restarts, upgrades, and patch deployments.
- Resolved client escalations effectively, preventing further escalation to management and providing users with guidance on complex application functionality within specified SLA.
- Achieved minimal turnaround time for issue resolution compared to peers, enhancing support efficiency.
- Built process flows and knowledge base documents for Level 1/Level 2 support, improving the efficiency of support.
- Conducted application integration testing with other modules and third-party plugins like Redmine.
- Upgraded Jira, Confluence, Crucible to new versions
- Performed business resiliency activity successfully with minimum outage
- Earned recognition from users for efficient and high-quality service.
- Flipkart is one of the biggest E-commerce companies.
System Engineer
Balaji Enterprises
12.2011 - 04.2013
- Level 2 support for Wilcom Studio Software including handling application functionality related queries raised by users and carrying out various proactive maintenance activities.
- Oversaw service performance, addressed production issues, managed service restarts, and handled upgrades and patches.
- Ensured client satisfaction by addressing escalations and guiding users on complex application functionality within the specified SLA.
- Addressed critical issues (P1, P2, P3) at the same time to ensure service continuity.
- Delivered faster turnaround time for issue resolution, outperforming team members.
- Performed business resiliency activity successfully with minimum outage
- Developed process flows and knowledge base documents for Level 1/Level 2 support, improving operational efficiency.
- Cultivated relationships with business and technology teams, facilitating improved collaboration.
- Balaji Enterprises is into manufacturing and designing textiles.
Senior CSA
Firstsource
07.2010 - 11.2011
- Executed Level 2 technical troubleshooting for broadband connectivity, ensuring timely resolution of customer concerns.
- Coordinated technical and customer service operations for partner companies, improving collaboration and service delivery.
- Provided technical support for UK process AOL, resolving customer issues and enhancing service quality.
- Achieved Level 2 promotion within 6 months of starting the role.
Education
Bachelor of Computer Application -
SRI BHAGWAN MAHAVEER JAIN COLLEGE
01-2010
II PUC, SSLC - undefined
CITY COLLEGE
01-2007
10th standard, CBSE - undefined
VIDYANIKETAN PUBLIC SCHOOL
01-2004
Skills
- Atlassian tools: Jira, Jira Service Management (JSM), Confluence, Trello, Bitbucket, Loom, Rovo, Compass, JPD
- Marketplace Apps: Scriptrunner, JXL for Jira, Xray/Zephyr for Jira, Big Picture PPM, eazyBI
- Jira Migration, Workflow Design, Workflow Schemes, Issue Type Schemes, Field Configuration, Permission Schemes, Plugin Rationalization
- Atlassian Cloud & Data Center Architecture
- Enterprise Jira Migration Strategy (JCMA / CCMA)
- Global Template Design & Workflow Standardization
- Atlassian Access, SSO, SAML & Identity Strategy
- Enterprise Governance & Compliance
- Platform Consolidation & Process Standardization
- Enterprise Stakeholder & Program Leadership
- Stakeholder Management (Business Technical)
- Pre-Sales & Solution Positioning
- Enterprise Customer Engagement
- Automation & Scripting: Scriptrunner, Jira Automation, REST APIs
- CI/CD Tools – GITHub, Gitlab, SVN
- Databases: SQL, MySQL, PostgreSQL
- Zendesk tools - Expert
- Servicenow - Intermediate
Timeline
Atlassian Solution Architect | CTO
Padah Solutions PVT LTD
02.2019 - 12.2025
Sr. Technical Consultant
Amrut Software PVT LTD
04.2017 - 02.2019
Sr. Technical Analyst
Magna Infotech, Quess corp - Client ANZ
09.2016 - 03.2017
System Engineer
Flipkart Internet PVT LTD
09.2013 - 08.2016
System Engineer
Balaji Enterprises
12.2011 - 04.2013
Senior CSA
Firstsource
07.2010 - 11.2011
II PUC, SSLC - undefined
CITY COLLEGE
10th standard, CBSE - undefined
VIDYANIKETAN PUBLIC SCHOOL
Bachelor of Computer Application -
SRI BHAGWAN MAHAVEER JAIN COLLEGE