Area(s) of responsibility

Program manager-Scrum master

Required Skills & Experience

• 7–9 years of experience in AMS / Managed Services Delivery
• Proven experience in leading AMS engagements (support + enhancements)
• Strong understanding of ITIL processes (Incident, Problem, Change Management)
• Experience with SLA/KPI management and governance frameworks
• Hands-on experience in ticket management tools (ServiceNow, Jira, Remedy)
• Experience working as Scrum Master / Project Manager in Agile environments
• Strong analytical skills for KPI tracking and service optimization

Preferred Skills

• Certification in Scrum (CSM/PSM) or PMP/Prince2
• Experience in automation and ticket reduction initiatives