Scrum Master Cloud Service Operations

Tech Mahindra represents the connected world, offering innovative and customer-centric information technology experiences, enabling Enterprises, Associates, and the Society to Rise. It has 150,000+ professionals working for 1000+ Global Customers (including Fortune 500 companies) in 90 Countries. We're part of the esteemed Mahindra group, headquartered in India. Under a new CEO, Tech Mahindra is committed to a transformative journey with Scale @ Speed as our guiding principle.

Scrum Master – Cloud Service Operations

Role summary

Lead agile delivery for L1/L2 cloud service operations, balancing incidents and tickets with planned improvement work so services run within SLA.

Key responsibilities

• Run Scrum/Kanban ceremonies and manage boards with WIP limits and P1–P4 classes of service.
• Oversee L1/L2 ticket flow on AWS and Alibaba Cloud; track SLAs and drive escalations to L3 and vendors.
• Coordinate major incident bridges, post-incident reviews, and problem-to-backlog conversion.
• Drive toil reduction, runbook automation, and L2-to-L1 shift-left.
• Report SLA compliance, MTTA/MTTR, and backlog health to client stakeholders.
• Support change management (CAB) and audit readiness (BSP, ISO 27001, PCI DSS).

Requirements

• Filipino citizen based in the Philippines; bachelor's degree in IT or related field.
• 3+ years as Scrum Master for production support / operations teams.
• Working knowledge of ITIL v4 and AWS and/or Alibaba Cloud.
• Hands-on with Jira / JSM or ServiceNow; experience in 24x7 SLA-driven support.
• Strong English and Filipino communication.

Preferred:

• PSM / CSM, ITIL 4 Foundation, AWS or Alibaba Cloud certification; fintech, banking, or payments experience.