Enterprise Solutions Manager

This role combines people leadership with technical ownership. The manager will establish a reliable operating rhythm for the team, set priorities, coach and develop engineers, manage stakeholder expectations, and ensure that enterprise platforms and services are secure, well-documented, measurable, and responsive to business needs.

The manager will oversee capabilities including Atlassian products, Jira Service Management, Jira Assets, Zendesk, Glean, Power BI, Power Automate, and related enterprise integrations and data workflows.

Key responsibilities

People leadership and team management

• Lead, coach, and develop Enterprise Solutions Engineers in India and across the broader team.

• Set clear goals, ownership, service expectations, and development plans for each team member.

• Establish team standards for communication, documentation, quality, delivery, and operational follow-through.

• Run regular one-on-ones, team meetings, planning sessions, and performance reviews.

• Build accountability for commitments while creating a collaborative and supportive team environment.

• Recruit, onboard, mentor, and retain Enterprise Solutions talent.

• Coordinate knowledge transfer, coverage, succession planning, and cross-training so critical services do not depend on a single individual.

Portfolio, prioritization, and stakeholder management

• Own the Enterprise Solutions team backlog and prioritize work across operational support, projects, platform improvements, automation, reporting, and strategic initiatives.

• Translate business needs into clear requirements, delivery plans, milestones, and measurable outcomes.

• Serve as the primary escalation point for Enterprise Solutions work and communicate status, risks, dependencies, and decisions to leadership.

• Establish and maintain an operating rhythm for intake, prioritization, delivery tracking, service reviews, and continuous improvement.

• Partner with Corporate Support, Product Engineering, Data & AI, Information Security, Finance, Human Resources, and business stakeholders.

• Ensure commitments are realistic, visible, and delivered with appropriate quality and documentation.

Enterprise platform ownership

• Provide governance and technical direction for Atlassian products, Jira Service Management, Zendesk, Glean, Power BI, Power Automate, Jira Assets, and related platforms.

• Ensure platforms are configured, administered, monitored, and improved as reliable enterprise services.

• Establish platform roadmaps, lifecycle plans, access controls, configuration standards, and service documentation.

• Oversee provisioning, configuration, troubleshooting, vendor coordination, and platform changes.

• Ensure platform administration follows security, compliance, change-management, and data-protection requirements.

AI adoption and enablement

• Lead the assessment, piloting, implementation, governance, and adoption of AI tools such as Glean, Claude, Cursor, and Fellow.ai.

• Identify and document business cases for AI integration and measure adoption, productivity, quality, and business outcomes.

• Establish practical standards, workflows, training, and compliance procedures for responsible AI use.

• Coach the team to use AI-assisted development and automation tools responsibly to improve delivery speed and quality.

Enterprise data management and business intelligence

• Oversee the design, management, and optimization of Power BI dataflows, reports, dashboards, and supporting data processes.

• Ensure reporting requirements are translated into accurate, maintainable, and actionable business intelligence solutions.

• Establish standards for data integrity, security, accessibility, documentation, and report ownership.

• Coordinate the transition and modernization of reporting infrastructure, including potential migration toward Snowflake and partnership with the Data & AI team.

Process automation and systems integration

• Direct automation of business processes within Jira Service Management and other enterprise platforms.

• Oversee integrations using Power Automate, APIs, Python, and other middleware or automation technologies.

• Identify opportunities to remove manual effort, improve control quality, reduce operational risk, and increase service responsiveness.

• Ensure automation is tested, documented, monitored, supportable, and governed through appropriate change controls.

Asset management and service operations

• Oversee asset-management practices using Jira Assets, including hardware, software, application, service, and ownership records.

• Maintain accurate inventories and ensure alignment with compliance, lifecycle-management, and operational requirements.

• Define service measures, operational reports, escalation paths, and support procedures for Enterprise Solutions services.

• Ensure incidents, problems, requests, changes, and recurring operational work are managed consistently and used to drive improvement.

• Require clear root-cause analysis and corrective actions for material service issues or missed commitments.

Documentation, training, and knowledge management

• Establish and maintain technical documentation, operating procedures, runbooks, service definitions, and ownership records.