Senior SCRUM Master – Operational Support

This is a fully remote position, open to applicants in United States.

📋 Description

• Define operational objectives and strategies for the 24/7 team in alignment with program goals, incident SLAs, and stabilization targets.

• Mentor the team and Product Owners on Scrum, Kanban/Scrumban methodologies, and the development of Epics/Stories for incident-driven support tasks.

• Manage expectations effectively among Product Owners, service owners, and stakeholders.

• Balance responsibilities between incident response, corrective maintenance, security/compliance initiatives, and minor enhancements.

• Take the lead in coordinating efforts during high-severity incidents and outages.

• Facilitate incident management bridges and ensure the involvement of the necessary resources.

• Deliver timely updates to management and stakeholders.

• Organize daily standups, shift transitions, backlog grooming, retrospectives, and operational/incident reviews.

• Advocate for continuous improvement in incident management and team processes.

• Keep JIRA and other information radiators up to date, reflecting incidents, defects, SLAs, operational tasks, and areas for improvement.

• Ensure precise documentation of risks/issues and corrective maintenance logs.

• Confirm that the definition of done includes root-cause analysis, verification, documentation, and updates to monitoring systems, runbooks, and knowledge bases.

• Identify and escalate risks, dependencies, and obstacles as necessary.

• Collaborate with development, security, and platform teams.

• Contribute to status updates, SLA metrics, and incident reporting.

• Assist in operational support plans and post-deployment evaluations.

• Foster a trustworthy and safe environment that emphasizes learning, prevention, and accountability.

• Guide the team towards self-management and operational discipline.

• Engage in Scrum of Scrums and governance forums focused on architecture, security, and operations.

⛳️ Requirements

• Bachelor’s degree (BA or BS).

• Minimum five (5) to seven (7+) years of experience in Agile development and an operations/support setting.

• Proficient in utilizing, implementing, and operating within the Scaled Agile Framework (SAFe), including knowledge of PI concepts and ceremonies.

• Experience in or closely allied with software development organizations.

• Project Management Professional Certification (PMP) required.

• Certified Scrum Master (CSM) or Agile Certified Practitioner (PMI-ACP) preferred.

• SAFe Agilist (SA) certification preferred.

• Experience leading or collaborating with a 24/7 production support team, including on-call coordination and severity-based SLAs.

• Proven track record in managing incident responses for production systems.

• Experience working with cross-functional technical teams such as DevSecOps, DBA, developers, and testers.

• Strong facilitation, influence, and negotiation capabilities.

• Exceptional written and verbal communication and problem-solving abilities.

• Capability to juggle multiple projects and multitask in a fast-paced environment.

• Ability to maintain composure and focus during critical incidents.

• Preferred: Familiarity with Jira/Service Desk, ServiceNow, monitoring/alerting platforms, FedRAMP, NIST, security scanning/logging, cloud-hosted applications, CI/CD, or DevSecOps environments.

• US citizenship is not a requirement.

• No security clearance is necessary.

🏝️ Benefits

• Options for medical plans, including some with Health Savings Accounts.

• Dental plan options available.

• Vision plan options offered.

• 401(k) plan with both pre-tax and post-tax contributions along with a company match.

• Full flexible work weeks where feasible.

• Vacation, sick leave, and personal time off.

• Paid holidays included.

• Paid parental leave provided.

• Military leave available.

• Bereavement leave offered.

• Jury duty leave included.

• Up to 160 hours of paid family leave available in a rolling 12-month period for eligible employees.

• Short- and long-term disability benefits provided.

• Life insurance available.

• Accidental death and dismemberment insurance offered.

• Personal accident insurance included.

• Critical illness insurance offered.

• Business travel and accident insurance available.

• Option for remote work.