Role &Responsibilities :
Yourresponsibilitiesas a Scrum Master will include, but are not limited to, the following :
Guide teams to a culture of focus, improving the organization of their work by mentoring them on how to use Scrum practices and adhere to Agile values to align with Finastra’s mission
Help cultivate a trusting and safe environment where problems can be raised without fear of blame, retribution, or being judged, with an emphasis on self-resolution and problem solving
Facilitate all standard Scrum / Agile cadence practices including Daily Stand Up, Sprint Planning, Release Planning, Sprint Retrospective, and Backlog refinement activities
Facilitating discussion, decision making and conflict resolution, assisting with internal and external communication with stakeholders, improving transparency, and federating information
Continually monitor progress of team members across department boundaries and provide support to engage employees to achieve goals
Form partnerships across departments to streamline work processes and improve the speed at which the company can respond to and capitalize on opportunities
Integrate technology into employee workflows to increase the speed and accuracy of changes to improve the results of these work processes, emphasizing continuous improvement
Create an environment that empowers and energizes team members, with a focus on accountability, adaptability, and collaboration.
Collaborate with other departments, individual contributors, and management to enhance communication and transparency.
Identify roadblocks and guide the team to remove the impediments by challenging the status quo or right person to remove the impediment
Escalate issues in the implementation of Agile methodologies to expedite process correction, creating strategies that resonate with the culture of the organization
Operate as a Servant Leader, Coach and Agile Evangelist to Agile teams and other personnel. Monitor and report on Agile metrics and team performance using information radiators such as burndown charts, release predictability charts and other progress reports.
Yourresponsibilitiesas a Service Delivery Manager will include, but are not limited to, the following :
Develop and nurture relationships and continue to build trusted relationships with business facing functions outside of IT organization via regular monthly meetings and timely, quality communication.
Manage customer,businessand technology expectations in order to communicate to clients as required and ensure swift restoration of service.
Respond to,assessand action Client escalations in a timely manner. Follow up on post incident root cause and drive for resolution to ensure mitigation and remediation actions are deployed to production as required.
Provide regular Product health and availability reports and establish,manageand leverage relationships in order to facilitate emergency maintenance & / or changes that require client testing / communication / changes.
Initiate / drive projects towards cost savings + revenue growth and the product roadmap for your respective LOB’s.
Improve Customer experience by ensuring high quality servicesareprovided to Clients with a focus on service quality, customer satisfaction, and productivity.
Work to ensure timely service restoration and problem resolution of complex and / or high impact incidents, minimize the adverse impact to our customers, and provide communications on root cause and service improvement plans and ongoing updates where required.
Understand and explain project expectations through Transition to Support activities for new initiatives and ensure proper oversights of ongoing Operations via LOB health dashboards
Operationalize risk register including tracking and governance.
Continually Improve the overall Service Level Management Process
Continually look at ways to improve the overall customer experience
Be an advocate for both the Business and the IT organization, ensuring alignment across organizational boundaries
Bring Business knowledge into the ITorganization;broadening business knowledge.
Work with other ITSM process areas to ensure processes and workflows align with business requirements.
Single point of contact for business.
Trend analysis in incidents and drive for an improved customer experience
An active facilitator between different functions and business units driving improved service stability and ensuring a smooth transition to operations.
Skills &Experience : Agile :
1+ years of experience as a Scrum Master or similar role for a team that was diligently applying Scrum principles, practices, and theory.
Good skills and knowledge of servant leadership, facilitation, situational awareness, conflict resolution, continual improvement, empowerment, and increasing transparency.
Ability to effectively communicate with a variety of people, such as engineers and non-technical coworkers as well ashandle conflict / difficult situations in a fast-paced dynamic environment
Ability to hold team members accountable, set clear sprint performance standards, resolve sprint performance issues, keep team engaged and on task.
Self-starter with the ability to balance many tasks with changing priorities. Proven ability to handle a wide variety of tasks and successfully prioritize work
Excellent communication and mentoring skills, both written and verbal, and a passion for working in highly collaborative environments.
Must be detail-oriented and able to work independently with minimal supervision
A sense of ownership and pride in your performance and its impact on the company’s success
Service Delivery Management :
Demonstrated ability to manage and develop key relationships, especially across LOB, Technicalteamsand customer.
Ability to hold technical discussions with customers and internal teams. Proven ability to summarize complex issues into concise business summaries for both technical and non-technical stakeholders and senior management is crucial.
Ability to clearly and concisely express information, ideas and or concepts in writing and be able to present information effectively to a wide range of audience using a variety of communication means.
Generate regular reports,analyzeand identify trends for process improvement as required.
Demonstrated understanding of ITIL methodologies, ITIL® v3 or v4 Certificationpreferred.
Demonstrate evidence of influencing positive change within a Service Management environmentpreferred.
Thorough knowledge of Service Management operations including a strong knowledge of IT best practices, industry trends and customer servicepreferred.
Superior knowledge of the Incident Management, Major Incident & Communication Processespreferred.
Demonstrated ability to communicate effectively and confidently at all levelsi.e.in detail with technical staff / providers and in summary with senior management.
Working in a technology environment with Cloud solutions(CloudCertifications- Azure, AWS, etc. preferred)