Intermediate Scrum Master

Job Purpose

The Intermediate Scrum Master & Incident Administrator facilitates Agile delivery within assigned development squads while also ensuring effective management, coordination, and resolution of IT incidents impacting business systems. The role operates across both Scrum Master responsibilities (including sprint facilitation, delivery tracking, Agile ceremonies, and stakeholder alignment) and Incident Administration duties (including incident coordination, prioritization, escalation management, and resolution tracking), with focus shifting based on delivery priorities and operational urgency. The incumbent ensures delivery predictability, team efficiency, and minimal disruption to business operations through structured Agile practices and disciplined incident management.

Key Performance Areas

Development Delivery

• Sprint commitments delivered within agreed timeline
• Effective facilitation of Agile ceremonies
• Clear sprint visibility and progress tracking maintained

Incident Administration

• Effective coordination of incident resolution across technical teams
• Clear communication of incident status to stakeholders
• Accurate incident documentation and post-incident reporting (RCA where required)

Defect Resolution

• Effective tracking of defect lifecycle from identification to closure
• Strong collaboration with QA and development teams to ensure resolution quality

Collaboration

• Strong cross-team alignment across business and technical stakeholders
• Proactive communication and dependency management
• Effective participation in planning, refining, and release activities

Mentorship & Team Contribution

• Active support and guidance provided to IT teams
• Contribution to a culture of collaboration and accountability
• Sharing of best practices in Agile and incident management

Minimum Requirements

• Grade 12 (Matric) minimum
• Relevant IT or Business qualification (Diploma / Degree preferred)
• Certified Scrum Master (CSM) or equivalent Agile certification (advantageous)
• ITIL Foundation certification (strong advantage for incident management)
• 2–4 years’ experience in Agile environments (Scrum Master, Project Coordinator, or Agile Team Lead)
• Experience in IT incident management or production support environments
• Familiarity with Agile tools (Jira, Azure DevOps, or similar)
• Understanding of SDLC and DevOps practices
• Experience working in cross-functional IT teams (Developers, QA, BAs, DevOps, Infrastructure)

Competencies

• Strong facilitation of Agile ceremonies (stand-ups, sprint planning, retrospectives, reviews)
• Excellent coordination and incident triage skills
• Strong analytical and problem-solving ability
• High attention to detail and structured thinking
• Ability to remain calm and effective under pressure
• Strong communication skills across technical and business stakeholders
• Proactive ownership and accountability for delivery and incident resolution
• Collaborative mindset with strong team engagement
• Ability to prioritise competing demands effectively
• Continuous improvement mindset