Scrum Master I

9 - 12 Years
1 Opening
Hyderabad

Role Overview

We are looking for a dedicated Scrum Master
to lead our IT Service Management (ITSM) team. Unlike traditional software
development, our team manages a high volume of operational work, including
incident resolution, service requests, and platform improvements. You will be
the champion of Agile values, ensuring the team remains focused on
high-priority service stability while maturing their self-organizing
capabilities.

Key Responsibilities

1. Agile Ceremony Facilitation

• Daily Stand-ups: Lead daily syncs with a
  focus on flow. Identify blockers preventing ticket resolution and manage
  the intake of "unplanned work" (Incidents).
• Sprint Planning: Facilitate planning
  sessions that balance project-based stories with operational
  "toil" and incident buffers.
• Retrospectives: Drive a culture of
  continuous improvement, specifically looking for ways to automate manual
  IT tasks and improve Mean Time to Repair (MTTR).
• Reviews/Demos: Showcase service
  improvements, automation successes, and platform updates to stakeholders.

2. Team Coaching & Empowerment

• Self-Organization: Transition the team from a
  "ticket-assignment" mindset to a pull-based system where they
  own the end-to-end service lifecycle.
• Agile Mentorship: Guide team members on Scrum
  and Kanban methodologies, helping them understand how to apply
  "Lean" principles to IT operations.
• Definition of Done: Help the team establish a
  clear "DoD" that includes documentation, monitoring s, and
  Knowledge Base updates.

3. Obstacle Removal & Stakeholder Management

• Impediment Resolution: Proactively identify and
  resolve bottlenecks, such as vendor delays, hardware constraints, or
  cross-departmental dependencies.
• Communication Bridge: Facilitate clear
  communication between the technical team and business stakeholders,
  ensuring IT priorities align with business needs.
• Shielding the Team: Protect the team from
  "scope creep" and non-urgent interruptions to maintain focus on
  the Sprint Goal.

Qualifications & Skills

Technical & Professional

• Experience: 3+ years as a Scrum Master,
  preferably within an IT Operations or Infrastructure environment.
• Frameworks: Deep understanding of Scrum
  and Kanban (essential for ITSM).
• ITSM Knowledge: Familiarity with ITIL 4
  practices (Incident, Problem, Change, and Request Management) is a
  significant plus.
• Tools: Expert-level proficiency in
  Jira Service Management, ServiceNow, or similar Agile/ITSM tooling.

Soft Skills

• Servant Leadership: A "team-first"
  mentality with a focus on enabling others.
• Conflict Resolution: Ability to navigate
  high-pressure situations during major service outages or technical
  disagreements.

Adaptability:
Comfortable with the "unplanned" nature of ITSM while maintaining
Agile discipline

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