Sr. SCRUM Master - Operational Support

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.

Job Description Summary:

GDIT has an opportunity for a Sr. Scrum Master, Operational Support to support the Administrative Office of the U.S. Courts (AOUSC) Case Management Systems Office (CMSO) in modernizing a mission-critical case management application used by federal courts and external stakeholders.

This position serves as the operational support leader and people manager for an approximately 20-person team. The role requires formal management of direct reports, leadership of application support with 24/7 on-call coverage and severity-tiered SLAs, and personal leadership of major incidents affecting custom-developed applications.

The team provides transitional support from deployment through stabilization and operational handoff. Coverage is Monday through Friday, 8:00 a.m.–5:00 p.m. Eastern Time, plus 24/7 on-call support for critical defects.

The Sr. Scrum Master, Operational Support will:

• Manage support engineers and analysts, including recruiting, onboarding, performance, development, corrective action, staffing, scheduling, and time-off coverage.
• Own the Operational Support Plan, staffing model, on-call rotation, escalation paths, release readiness, go-live support, stabilization, corrective maintenance, and operational handoff.
• Lead major-incident response, coordinating technical resources and stakeholder communications through restoration, post-incident review, and corrective-action closure.
• Serve as the primary Operational Support contact to the Contracting Officer’s Representative (COR) and coordinate with Tier 1 support and cross-functional technical teams.
• Apply Scrum, Kanban/Scrumban, SAFe, and ITIL practices to operational planning, defect triage, incident reviews, PI activities, and continuous improvement.
• Maintain ServiceNow, Jira, or equivalent records and provide service-level, incident, stabilization, corrective-maintenance, and rollout-readiness reporting.
• Monitor contractual availability, performance, scalability, data-integrity, and accessibility standards.
• Drive root-cause analysis, corrective actions, monitoring and runbook improvements, and appropriate handling of sensitive and regulated information.

REQUIRED QUALIFICATIONS

• Bachelor’s degree in a related field or equivalent practical experience.
• Eight or more years of experience in IT operations, application support, software delivery, or service management.
• Three or more years of formal people-management experience, including employee performance, development, staffing, corrective action, scheduling, and time-off coverage.
• Experience leading application support with 24/7 on-call coverage, handoffs, severity-tiered SLAs, and after-hours escalation.
• Experience personally leading major incidents involving custom-developed applications from detection through restoration and corrective-action closure.
• Experience supporting releases through deployment, defect triage, stabilization, corrective maintenance, and operational transition.
• Experience applying Agile/SAFe and ITIL practices with cross-functional technical teams.
• Experience with ServiceNow, Jira, or equivalent tools; cloud-hosted applications; CI/CD; monitoring; logging; and alerting.
• Strong operational leadership, facilitation, problem-solving, and executive communication skills.
• Ability to obtain a Public Trust suitability determination.

Required Certifications:
PMP; CSM or PMI-ACP; SAFe Agilist

PREFERRED QUALIFICATIONS

ITIL 4 Foundation certification

• Experience supporting federal judiciary, court, or other federal systems, including CM/ECF or comparable case-management applications.
• Experience with AWS, federal security and accessibility requirements, or security-sensitive cloud applications.
• Experience with phased deployments, legacy-system coexistence, sensitive information, federal service-level reporting, or Quality Assurance Surveillance Plans.