Sr. SCRUM Master - Operational Support

General Dynamics Information Technology, Inc.; United States; Remote; USD 110,000 - 170,000; Full time

Job summary

General Dynamics Information Technology, Inc. (GDIT) is seeking a Sr. Scrum Master to lead a 24/7 incident-driven production support team for AOUSC CMSO modernization.

You will drive SAFe practices, coordinate incident responses, and mentor Product Owners to deliver stable software in a demanding environment. The ideal candidate has 5–7+ years in Agile, CSM/PMI-ACP and PMP, and proven ability to operate across DevSecOps and cross-functional teams, ensuring timely communication and continual

Qualifications

• Bachelor’s degree (BA or BS) with 5–7+ years in Agile and operations/support.
• Experience with SAFe, PI concepts, and ceremonies.
• CSM or PMI-ACP and PMP certifications.
• Experience leading 24/7 production support teams and on-call coordination.
• Ability to manage multiple projects in a high-tempo environment.
• Strong facilitation, influence, and negotiation skills.

Responsibilities

• Lead a 24/7 support team focused on incident response and production stability.
• Coach Product Owners and teams on Scrum/SAFe for incident-driven work.
• Coordinate incident responses, bridges, and post-incident reviews.
• Maintain JIRA and update SLAs, risks, and runbooks.
• Communicate status, SLA, and incident reports to stakeholders.

Skills

SAFe

Scrum Master

Incident management

Leadership

Facilitation

Communication

Education

Bachelor's degree (BA/BS)

Tools

JIRA

ServiceNow

Monitoring platforms

Job description

GDIT has an opportunity for a dynamic and talented candidate to join our team supporting the Administrative Office of the US Courts (AOUSC) Case Management Systems Office (CMSO) in its modernization effort for one of its mission-critical case management application that is used by all U.S. district, appellate, and bankruptcy courts’ staff members and external stakeholders. CMSO has a mature agile practice using the Scaled Agile Framework (SAFe) and supports a broad range of complex business systems which are instrumental to the AOUSC mission.

This Sr. Scrum Master will lead an operational 24/7 support team responsible for incident response, production stability, and post‑deployment stabilization. The ideal candidate combines strong Scrum/SAFe experience with hands‑on leadership of production support and incident‑driven work.

The Sr. Scrum Master will execute the following 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.

REQUIRED 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.

PREFERRED QUALIFICATIONS

• Experience with incident and ticketing tools (e.g., Jira/Service Desk, ServiceNow) and monitoring/alerting platforms.
• Experience in FedRAMP, NIST, or other security‑sensitive environments and familiarity with security scanning and logging practices.
• Experience in cloud‑hosted applications and CI/CD or DevSecOps environments.