IT Scrum Master

About the Role

We are looking for an experienced Scrum Master to lead Agile delivery for Cloud Service Operations teams supporting mission-critical fintech platforms. In this role, you will work closely with L1/L2 Cloud Operations Engineers, ensuring smooth service delivery, SLA compliance, continuous improvement, and effective incident management across AWS and Alibaba Cloud environments.

Key Responsibilities

• Facilitate Scrum and Kanban ceremonies, manage team boards, and optimize work-in-progress (WIP) limits.

• Oversee L1/L2 operational ticket queues, ensuring timely resolution and SLA adherence.

• Coordinate major incident management, bridge calls, and post-incident reviews.

• Drive continuous improvement initiatives, automation efforts, and operational efficiency programs.

• Support shift-left initiatives and knowledge transfer from L2 to L1 teams.

• Monitor and report key operational metrics including SLA performance, MTTA, MTTR, and backlog health.

• Collaborate with stakeholders, engineering teams, and vendors to resolve escalations.

• Support change management processes, CAB activities, and audit readiness initiatives.

Qualifications

• Bachelor's Degree in Information Technology, Computer Science, or a related field.

• At least 3 years of Scrum Master experience supporting production operations, managed services, or technical support teams.

• Strong understanding of Agile, Scrum, Kanban, and ITIL v4 practices.

• Experience managing 24x7 operations teams with SLA-driven environments.

• Hands-on experience with Jira, Jira Service Management, or ServiceNow.

• Working knowledge of AWS and/or Alibaba Cloud platforms.

• Excellent English communication and stakeholder management skills.

Preferred Qualifications

• Certified Scrum Master (CSM) or Professional Scrum Master (PSM).

• ITIL 4 Foundation certification.

• AWS or Alibaba Cloud certifications.

• Experience in fintech, banking, digital payments, or other regulated industries.