Senior SCRUM Master – Operational Support

General Dynamics Information Technology

. Establish operational goals and plans for the 24/7 team supporting program objectives, incident SLAs, and stabilization targets .

Posted 9/30/2026full-timeRemote • United StatesSenior💰 $128,039 - $173,229 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Agile methodologies, particularly in Scaled Agile Framework (SAFe), with a strong focus on incident management and operational support. Proven ability to lead cross-functional teams, facilitate effective communication, and drive continuous improvement in incident response and team workflows.

Highest-signal resume keywords

Agile Development ExperienceScaled Agile Framework (SAFe)Project Management Professional Certification (PMP)Certified Scrum Master (CSM)Incident Response Coordination

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Agile MethodologiesIncident ManagementRoot-Cause AnalysisBacklog RefinementOperational ReviewsRisk ManagementContinuous ImprovementService Level Agreements (SLAs)Cross-Functional Team CoordinationProduction Support

Soft Skills

Facilitation SkillsInfluence SkillsNegotiation SkillsWritten CommunicationVerbal Communication

Tools & Technologies

JIRAServiceNowMonitoring PlatformsCloud-Hosted ApplicationsCI/CD

Certifications & Qualifications

Project Management Professional (PMP)Certified Scrum Master (CSM)Agile Certified Practitioner (PMI-ACP)SAFe Agilist (SA)

Industry Keywords

DevSecOpsNISTFedRAMPIncident SLAsSoftware Development Support

Tech Stack

Tools & technologies

CloudPMPServiceNow

About the role

Key responsibilities & impact

Establish operational goals and plans for the 24/7 team supporting program objectives, incident SLAs, and stabilization targets
Coach the team and Product Owners on Scrum, Kanban/Scrumban, and Epic/Story creation for incident-driven support work
Manage expectations among Product Owners, service owners, and stakeholders
Balance incident response, corrective maintenance, security/compliance activities, and minor enhancements
Lead coordination during high-severity incidents and outages
Facilitate incident bridges and ensure engagement of appropriate resources
Provide timely communication to management and stakeholders
Facilitate daily standups, shift handoffs, backlog refinement, retrospectives, and operational/incident reviews
Promote continuous improvement in incident handling and team workflows
Maintain JIRA and other information radiators showing incidents, defects, SLAs, operational tasks, and improvement items
Ensure accurate risk/issue and corrective-maintenance logs
Ensure definition of done includes root-cause analysis, verification, documentation, and updates to monitoring, runbooks, and knowledge bases
Identify and escalate risks, dependencies, and impediments
Coordinate with development, security, and platform teams
Contribute to status, SLA, and incident reports
Support operational support plans and post-deployment assessments
Build a trusting, safe environment focused on learning, prevention, and accountability
Coach the team toward self-management and operational discipline
Participate in Scrum of Scrums and architecture, security, and operations governance forums

Requirements

What you’ll need

Bachelor’s degree (BA or BS)
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), including familiarity with PI concepts and ceremonies
Experience in or closely supporting software development organizations
Project Management Professional Certification (PMP)
Certified Scrum Master (CSM) or Agile Certified Practitioner (PMI-ACP)
SAFe Agilist (SA)
Experience leading or working with a 24/7 production support team, including on-call coordination and severity-based SLAs
Experience coordinating incident response for production systems
Experience working with cross-functional technical teams such as DevSecOps, DBA, developers, and testers
Strong facilitation, influence, and negotiation skills
Excellent written and verbal communication and problem-solving skills
Ability to manage multiple projects and multitask in a high-tempo environment
Ability to remain calm and focused during critical incidents
Preferred: experience with Jira/Service Desk, ServiceNow, monitoring/alerting platforms, FedRAMP, NIST, security scanning/logging, cloud-hosted applications, CI/CD, or DevSecOps environments
US citizenship is not required
No security clearance is required

Benefits

Comp & perks

Medical plan options, some with Health Savings Accounts
Dental plan options
Vision plan
401(k) plan with pre-tax and post-tax contributions and company match
Full flex work weeks where possible
Vacation, sick, and personal time
Paid holidays
Paid parental leave
Military leave
Bereavement leave
Jury duty leave
Up to 160 hours of paid family leave in a rolling 12-month period for eligible employees
Short- and long-term disability benefits
Life insurance
Accidental death and dismemberment insurance
Personal accident insurance
Critical illness insurance
Business travel and accident insurance
Remote work