PagerDuty & JIRA Service Manager Integration Specialist - Contract Engineer

We are seeking a highly skilled DevOps Integration Specialist or Incident Management Automation Expert to execute a short-term project integrating PagerDuty with JIRA Service Manager, including observability tools Sentry, NewRelic, and AWS CloudWatch. The engagement includes designing incident response workflows, implementing escalation policies, and automating Root Cause Analysis (RCA) generation within PagerDuty.

Key Responsibilities:

• Configure bi-directional integration between PagerDuty and JIRA Service Manager.
• Integrate Sentry, NewRelic, and CloudWatch with PagerDuty to automatically trigger incidents based on alerts and telemetry data.
• Set up escalation policies in PagerDuty to notify stakeholder groups via multi-channel communication (email, SMS, Slack, etc.).
• Automate ticket creation and status updates in JIRA based on PagerDuty incident activity.
• Configure auto-generation of RCA reports with incident timeline and resolution details.
• Document workflows, escalation maps, and support playbooks.
• Provide hand-off training and support to internal teams.

• Proven experience integrating PagerDuty with JIRA Service Manager.
• Solid understanding of incident and problem management workflows in ITSM platforms.
• Hands-on experience configuring observability tool integrations: Sentry, NewRelic, CloudWatch.
• Expertise in API/Webhook configuration, automation rules, and real-time event handling.
• Ability to create clear documentation and user guides.
• Strong communication and collaboration skills.
• Bonus: Familiarity with RCA documentation standards and automated incident reporting.

Deliverables:

• Fully functional integration between tools.
• Configured services, escalation rules, and automation flows.
• RCA template and export workflow.
• Visual workflow diagrams and handover documentation.

Contract Duration:

Approximately 40 hours per week over 2–3 weeks (with flexibility for review and adjustments).