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Scrum Master Continuous Improvement

Murfreesboro, TN
May 12, 2024

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Jonathan Ebbah

P: 615-***-**** Email:

Murfreesboro, TN 37130


As an expert with over 19 years of industry experience spanning healthcare, telecommunication and banking, my experience has cut across design, development, testing, support, control implementation, business-IT alignment and agile framework implementation. In the last 5years as a Scrum Master, I have helped organizations to deliver value within shorter cycles, empowered scrum teams, facilitated team collaboration & stakeholder engagement across geography, facilitated scrum ceremonies and led cross-functional teams to deliver value for their customers Technical Skills

• Agile Methodologies: Deep understanding and practical application of Scrum, Kanban, and other agile frameworks

• Scrum Tools: Proficiency in using tools like Jira, Confluence software for sprint planning, backlog management, and team collaboration

• Agile Techniques: User Story mapping & prioritization, retrospections

• Collaboration and Communication Tools: Proficiency in communication tools such as Ideaboardz, Miro, Microsoft Teams, or Zoom for facilitating team communication and collaboration.

• Technical Coaching: Experience in providing technical guidance and coaching to development teams on agile practices and principles.

• Metrics and Reporting: Ability to track agile metrics like velocity, burn-down charts, and cycle time, and generate reports for stakeholders.

• Version Control system: Experience with Git, GitHub

• Continuous Integration/Continuous Deployment (CI/CD): Knowledge of CI/CD pipelines and tools like Jenkins, GitLab CI/CD, for automating software delivery processes

• Cross-functional application support -Online Charging System, OCS, Intec, Alcatel Mediation, Huawei C3S, Kabira, Subex Ranger Fraud Management System and Oracle ERP Education

MBA, Obafemi Awolowo University Ile-Ife Nigeria

B.Sc (Computer Science), University of Ibadan, Nigeria Certifications

CISA (Certified Information System Auditor) from ISACA Certified Azure Fundamentals from Microsoft

PSM I (Professional Scrum Master) from


Technology Lead - Production Support Engineer @ Infosys Limited, Nashville, TN Nov 2021 – May 2024

• Slashed incident turn around time by 30% by actively monitoring production defects and incidents

• Scheduling and monitoring scheduled jobs

• Incident management and resolution

• End-users' incident support - Analyzing user requests, and either responding to the end user with a solution or escalating same to the responsible teams,

• Support user applications - logging application bugs

• Optimization of production processes

• Root cause analysis of reported end-user issues

• Log parsing and troubleshooting across components

• Work with and provide support to developers to implement solutions as needed, release code in production Scrum Master @ PRAVAS IT SOLUTIONS PVT LTD Oct 2018 – Present

• Effectively guided Scrum and Kanban teams.

• Creating working agreements, establishing and helping the teams to achieve Sprint Goals

• Facilitated retrospectives using innovation games

• Took ownership to drive through resolutions of issues or blockers, coordinate directly with the development/product teams on inter-dependencies or through Scrum-of-Scrums ceremony.

• Educated and coached the teams on usage of Jira & Confluence tools

• Reflecting and radiating the metrics like burn down chart progress, quality, and velocity continuously to the team and various stakeholders

• Prepared various dashboards in Jira using advanced JQL & Filters

• Helped Product owner with effective management of backlog

• Ensured INVEST criteria is met for all the user stories in backlog

• Ensured the teams are adhering to the DOR and DOD criteria

• Educated business on usage of Confluence for business requirements

• Facilitated continuous improvement initiatives and process reviews.

• Optimized workflow efficiency, lead the ceremonies and ensured smooth delivery.

• Exhibit confidence and an extensive knowledge of emerging industry practices when solving business problems.

• Transitioned teams from waterfall to Scrum and Kanban

• Coached Kanban teams in developing team processes, determining Definition of Ready and Definition of Done.

• Establishing and maintaining Work In Progress (WIP) limits.

• Create & maintain live dashboards in Jira and Creating reports in Confluence by linking Jira and Confluence.

• Planning for the release to be delivered to the support team to be deployed in production and tracking the progress through Jira.

• Communicating with the different stakeholders, third party vendors systems for any blockers or issues.

• Building a trust and safe environment where problems can be raised without fear of blame and retribution. Dealer Incentives operations Manager @Vixen Enterprises/Globacom Jun 2013 – May 2016

• Responsible for the technical and administrative operations of the Incentive Management Team,

• Manage the daily runs of Globacom’s Incentive Applications/processes,

• Interface with business functions within organization on incentive matters,

• 1dentify, justify and manage service improvement initiatives and activities,

• Interface with Application Engineering unit and 3rd party vendors in the procurement and development of solutions to support the business

• Responsible for the review of Applications support processes and procedures and thus ensuring agreed OLAs/ SLAs are maintained with internal/external stakeholders.

• Provide energetic leadership to execute approved recommendations

• Manages and provides direction for the application team in support of business operations, Designs, develops, and installs application enhancements and upgrades,

• Cultivates and disseminates knowledge of application-usage best practices, Provides regular and adhoc reports to management as required and Attends management meetings and chairs team meetings. List of some key projects/accomplishments:

• Strengthened the development lifecycle by setting up Dev and QA environments and providing direction on how to use same. Led training sessions to review best practices, performing code reviews, mentoring the team and creating/implementing a change management policy

• The Design and Implementation of a data warehouse for all dealer-related activities within the organization. As of my departure, a deployment of same was being done in Glomobile Benin and Glomobile Ghana.

• Setup/configured/managed a near real-time synchronization between Salesforce (i.e. Partner Management System), Business Associates, Service Usage and ORACLE SQL Server that is critical to business processes and delivery of dealer incentives.

Corporate Applications Support Engineer @ Vixen Enterprises/Globacom Mar 2012 – Jun 2013

• Providing technical support for all corporate applications.

• Integrate the interfaces between these applications and was responsible for the daily Operations, Administration & Maintenance (OAM) support of these Applications through the provision of second-level support.

• Contact point with vendors on technical issues regarding these applications and was responsible for application upgrades and patches.

• Ensure that agreed OLAs/SLAs are maintained with internal/External customers/vendors.

• Assisted with the development of control and quality assurance processes and procedures and ensured compliance OSS Engineer Account Management & Billing Support @ Oct 2011 – Feb 2012

• Provided of L2/L3 support to front office users of the prepaid billing application by ensuring application is available without compromising quality and standards,

• Manage all incidents as it affects downtime

• Perform UAT, Regression and Post-Production Test of new features

• Ensures seamless handshake between application and network elements

• Monitor and reports system performance issues, I/O management, product version control and documentation of application changes & improvement.

• Work with fraud/revenue assurance analysts to analyze issues within the Revenue Streams, Rapid resolution of issues identified by RA, the Fraud team and other stakeholders.

• Technically analyze services to identify possible revenue leakages and develop/recommend remedial solutions.

• Assist the revenue assurance manager in articulating controls and techniques aimed at detecting losses due to undercharging

List of some key projects/accomplishments:

• Identified and resolved numerous technical issues related to under reporting of clients’ sales and subscriber usages, poor performing processes, queries and SQL configurations on our primary production server that led to over 80% decrease in delivery time and tuned up processes, thus resulting in significant performance increases in applications and user experience. This was done without increasing CPU and is still on till now, despite nearly doubling volume.

• Developed processes that entrenched a legacy of quality assurance and change control for all dealer incentive processes. Same has been replicated in other functional unit and has led to the establishment of a change advisory board to manage all software changes and upgrades. The quality control measures have increased partners

‘confidence by over 70%

OSS/Billing Engineer- Wholesale & Retail Billing @Vixen Enterprises/Globacom Jun 2005 – Sep 2011

• OSS/BSS integration, CDR collection, storage and analysis, rating, pricing and re-pricing of interconnect and roaming calls and telecom service provisioning.

• Ensuring the availability of post-paid billing systems, mediation system, and/or rating and billing functions. This involves resolving technical problems, coordinating the information system (IS) priorities within the OSS function, coordinates IS interfaces throughout company that is related to billing, mediation, mass provisioning of resources and services, resource administration.

• Monitoring of network processes relating to Intelligent Network operations and manage OSS/BSS interface. I Participated in the development of billing process and controls that would ensure quality and timely billing and printing of client invoices.

• Implement approved processes in a timely and efficient manner, Ensure KPIs are updated on a regular basis to aid billing decision making, Escalate revenue leakages to the Billing Manager for decision making and communication to the business,

• Provide second line support for billing to minimize the risk of revenue losses,

• Follow-up with support (supplier) in case of bugs and ensure that patches are tested before implementing them on the system,

• Oversee monthly bill run and invoice processing via a third party invoice processing system,

• Ensure a smooth handshake of bank-network payment interface,

• Ensure invoices are billed accurately for services at contracted rates and proactively address discrepancies in a timely manner,

• Proactively handle all internal customer requests or inquiries courteously, accurately, and expediently. List of some key projects/accomplishments:

• Designed and built numerous customized reporting modules for the business using Oracle SQL and Unix/Linux scripting

• Wrote the knowledge base that became the primary training resource for new employees. This has been replicated in other functions and has become the basis for new employee orientation. Web Application Developer @ Icecool Contracts Ltd, Lagos Nigeria Apr 2005 – May 2005 Applicationn Spport Engineer @ Clearline Int’l, Lagos Ngeria Apr 2004 – Apr, 2025

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