Scrum Master / O2A Operations Problem-Solving Expert (Cross-System Telco)

Job Description : Scrum Master / O2A Operations Problem-Solving Expert (Cross-System Telco)
Location: USA / Canada
Experience: 8 12 years
Job Summary

We are looking for a Scrum Master / Operations Problem-Solving Expert with strong telecom domain expertise to lead cross-system issue resolution initiatives across the O2A lifecycle. This role will focus on orchestrating teams, driving root cause analysis, and resolving complex customer journey issues in a microservices-driven environment.

Key Responsibilities

Act as a Scrum Master / Agile facilitator for cross-functional teams

Lead customer journey issue resolution initiatives across multiple systems

Drive root cause analysis (RCA) for customer-impacting issues

Coordinate across ordering, provisioning, billing, and care systems

Ensure timely resolution of O2A lifecycle defects and operational issues

Facilitate Agile ceremonies (stand-ups, sprint planning, retrospectives)

Track and manage cross-system dependencies and risks

Partner with engineering, operations, and product teams to improve workflows

Required Skills & Experience

Strong experience as a Scrum Master / Agile Lead

Telecom domain expertise, specifically:

Telco Care

Order Management & Provisioning

Billing systems

Experience working with microservices and cloud-based systems

Proven ability in cross-system problem solving and issue resolution

Strong stakeholder management and communication skills

Experience driving operational excellence in customer journeys (post-sale CJ)

Preferred Qualifications

Experience in Comcast or large telecom environments

Certification: CSM / SAFe Scrum Master (preferred)

Exposure to DevOps / SRE practices