Sr. SCRUM Master - Operational Support

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. The likely salary range for this position is $128,039 - $173,229. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range. Total Rewards at GDIT: Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. GDIT typically provides new employees with 15 days of paid leave per calendar year to be used for vacations, personal business, and illness and an additional 10 paid holidays per year. Paid leave and paid holidays are prorated based on the employee’s date of hire. The GDIT Paid Family Leave program provides a total of up to 160 hours of paid leave in a rolling 12 month period for eligible employees. To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most. Our Identity Verification Process: As part of the hiring process, we will ask you to complete an identity verification process that leverages advanced biometrics and artificial intelligence to ensure authenticity and protect against identity fraud. You are expected to be on camera during virtual interviews. We reserve the right to take your picture to verify your identity and prevent fraud. By proceeding, you authorize the collection, processing, and use of your biometric data for identity verification and security purposes. About Our Work: We are GDIT. A global technology and professional services company that delivers technology solutions and mission services to every major agency across the U.S. government, defense and intelligence community. Our 26,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 50+ countries worldwide, offering leading mission-ready capabilities in AI, cloud, cyber and software development. Join our Talent Community to stay up to date on our career opportunities and events at Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans #J-18808-Ljbffr General Dynamics Information Technology, Inc.