Scrum Master (Agile Delivery & Production Support) - PostEx

Our client PostEx is hiring a Scrum Master (Agile Delivery & Production Support) in Lahore.

Key Responsibilities
Agile Delivery Management
· Facilitate Agile ceremonies including Sprint Planning, Daily Stand-ups, Sprint Reviews, and Retrospectives.
· Manage sprint execution, backlog grooming, prioritization, and delivery tracking.
· Ensure timely and structured delivery of product features, enhancements, and data initiatives.
· Monitor team velocity, sprint commitments, and delivery performance.
· Identify and remove impediments impacting project timelines and team productivity.
· Promote Agile best practices and continuous improvement across teams.
Production Support & Incident Management
· Act as the primary coordinator for critical production incidents (P0/P1).
· Ensure rapid triage, communication, escalation, and resolution of production issues.
· Coordinate with technical and business stakeholders during incident response.
· Drive post-release monitoring and support activities to maintain system stability.
· Facilitate Root Cause Analysis (RCA) sessions and ensure preventive actions are implemented.
· Monitor incident trends and recommend process improvements to reduce operational risks.
Stakeholder & Cross-Functional Coordination
· Collaborate closely with Product, Engineering, Data, Operations, and Finance teams to align priorities and dependencies.
· Ensure clear ownership, accountability, and delivery commitments across all stakeholders.
· Track action items, risks, blockers, and defined ETAs to ensure successful execution.
· Provide regular updates on delivery progress, production issues, and operational performance.
Process Governance
· Establish and maintain delivery governance frameworks and support processes.
· Ensure adherence to service-level agreements (SLAs) and operational KPIs.
· Promote transparency, accountability, and ownership throughout the delivery lifecycle.
· Drive continuous improvement initiatives to enhance team effectiveness and delivery outcomes.
Required Qualifications
· Bachelor’s degree in Computer Science, Software Engineering, Information Technology, Business Administration, or a related field.
· Certified Scrum Master (CSM) certification is preferred.
· Additional Agile certifications will be considered a plus.
Experience Requirements
· 4–7 years of overall professional experience.
· Minimum 2 years of experience as a Scrum Master, Agile Delivery Manager, or Project Manager.
· Strong experience in the courier, logistics, supply chain, transportation, or e-commerce domain (mandatory and a key selection criterion).
· Proven experience managing production support, incident management, and operational escalations.
· Experience working in high-volume, SLA-driven environments.

Technical Competencies
· Strong understanding of Agile frameworks including Scrum and Kanban.
· Expertise in sprint planning, backlog management, and Agile delivery execution.
· Experience managing cross-functional dependencies and multiple stakeholders.
· Strong knowledge of incident management, release management, and production support processes.
· Familiarity with project management and collaboration tools such as Jira, Confluence, Azure DevOps, or similar platforms.
· Ability to track KPIs, SLAs, and operational performance metrics.