Senior Scrum Master: 24/7 Incident & SAFe Lead

General Dynamics Information Technology (GDIT); Fairfax (VA); On-site; USD 128,000 - 173,000; Full time

Job summary

General Dynamics Information Technology (GDIT) seeks a Sr. Scrum Master to support the AOUSC CMSO modernization effort for a mission‑critical case management application used across U.S. courts. You will lead a 24/7 production support team, drive incident response, and maintain production stability in an SAFe environment.

The role emphasizes incident‑driven work, coordination with cross‑functional teams, and facilitating agile ceremonies to improve incident handling and operational discipline.

Qualifications

• Bachelor’s degree (BA or BS) plus at least five (5 to 7+) years of experience in Agile development and an operations/support environment.
• Experience using, implementing, and operating within the Scaled Agile Framework (SAFe) and familiarity with PI concepts and ceremonies.
• Ability to create, sustain, and enhance team dynamics and collaboration.
• Experience in or closely supporting software development organizations, including collaboration with development and test teams on defects and stability.
• Project Management Professional Certification (PMP).
• Certified Scrum Master (CSM) or Agile Certified Practitioner (PMI‑ACP).
• SAFe Agilist (SA).
• Ability to manage multiple projects and work rapidly in a high tempo environment that often requires multitasking; ability to remain calm and focused during critical incidents and high‑tempo operational periods.
• Demonstrated experience leading or working with a 24/7 production support team (e.g., NOC, SOC, DevOps, SRE), including on‑call coordination and severity‑based SLAs.
• Proven experience coordinating incident response for production systems (facilitating incident calls, managing escalations, conducting post‑incident reviews, and driving follow‑up actions).
• Experience working with cross‑functional technical teams (e.g., DevSecOps, DBA, developers, testers) to troubleshoot and resolve production issues.
• Strong facilitation, influence, and negotiation skills; able to lead under pressure and balance operational demands with stakeholder needs.
• Excellent problem‑solving and communication skills (written and verbal), including concise communication during incidents and in follow‑up reporting.

Responsibilities

• Establish operational goals and plans for the 24/7 team that support program objectives, incident SLAs, and stabilization targets.
• Coach the team and Product Owners on Agile (Scrum, Kanban/Scrumban, Epic/Story creation) tailored for incident‑driven, support‑focused work.
• Manage expectations with Product Owners, service owners, and stakeholders, balancing incident response, corrective maintenance, security/compliance activities, and minor enhancements.
• Lead coordination during high‑severity incidents and outages; facilitate incident bridges, ensure engagement of the right resources, and provide clear, timely communication to management and stakeholders.
• Facilitate daily standups (including shift handoffs), backlog refinement, retrospectives, and operational/incident review sessions; promote continuous improvement in incident handling and team workflows.
• Maintain JIRA and other information radiators with clear visibility of incidents, defects, SLAs, operational tasks, and improvement items; ensure accurate risk/issue and corrective maintenance logs.
• Ensure “definition of done” for incidents/defects/operational tasks includes root cause analysis, verification, documentation, and updates to monitoring, runbooks, and knowledge bases.
• Identify and elevate risks, dependencies, and impediments impacting incident resolution or operational performance; coordinate with development, security, and platform teams as needed.
• Assist with internal and external communication, including inputs to status, SLA, and incident reports; support preparation of operational support plans and post‑deployment assessments.
• Build a trusting, safe environment where issues are raised quickly with focus on learning, prevention, and team accountability; coach the team toward greater self‑management and operational discipline.
• Participate in cross‑team coordination and governance (e.g., Scrum of Scrums, architecture/security/operations forums) to align support activities with ongoing development and security practices.

Skills

SAFe

Incident management

Scrum Master

Stakeholder management

Team facilitation

Cross-functional collaboration

On-call coordination

Agile coaching

Education

Bachelor’s degree

Tools

Jira/ServiceNow

Monitoring tools

SAFe tooling

Job description

General Dynamics Information Technology (GDIT) seeks a Sr. Scrum Master to support the AOUSC CMSO modernization effort for a mission‑critical case management application used across U.S. courts. You will lead a 24/7 production support team, drive incident response, and maintain production stability in an SAFe environment.

The role emphasizes incident‑driven work, coordination with cross‑functional teams, and facilitating agile ceremonies to improve incident handling and operational discipline.