Scrum Master

Company Overview

Hakimo is a pioneering company specializing in AI-powered security solutions that deliver real-time threat detection, proactive deterrence, and seamless monitoring to safeguard businesses around the clock. Founded with the vision to bring cybersecurity-grade intelligence to physical security, Hakimo aims to revolutionize the security industry through advanced AI monitoring tools and services. The company fosters an innovative, fast-paced environment focused on creating proactive, intelligent security solutions that prevent threats before escalation and provide comprehensive end-to-end protection for clients worldwide.

Job Summary

Hakimo is seeking a Scrum Master to lead operational excellence within the Customer Engineering and technical operations teams. The role involves facilitating Agile methodologies, managing workflows, and ensuring efficient sprint execution. The Scrum Master will serve as a key liaison between customer support, product management, and engineering teams, driving process improvements, monitoring critical operational metrics, and streamlining release cycles. This position is vital in maintaining high service quality, enhancing team productivity, and supporting the company's mission to deliver cutting-edge AI security solutions.

Responsibilities

• Lead daily standups, sprint planning, backlog grooming, and retrospectives for the Customer Support Engineering team.
• Manage Scrum and Kanban workflows to balance incoming customer escalations with planned engineering patches and bug fixes.
• Track and report key operational metrics including MTTR (Mean Time to Resolution), SLA (Service Level Agreement) compliance, ticket turnaround time, and escalation bottlenecks.
• Unblock Customer Support Engineers (CSEs), resolve operational impediments, and coach the team on ticket hygiene, workload estimation, and self-organization.
• Serve as the primary operational link between Customer Support Engineers, Product Management, Core AI teams, and US stakeholders.
• Oversee issue tracking for Root Cause Analysis (RCA), short-term fixes, and long-term product resolution releases.
• Facilitate ticket creation for customer requests, support inquiries, and follow-ups to ensure timely closure.

Qualifications

• 3 to 6 years of overall experience, with at least 2+ years as a Scrum Master, Agile Facilitator, or Operations Coordinator in a SaaS or technology environment.
• Strong understanding of customer engineering workflows, escalation paths, SLAs, and ITIL support frameworks.
• Advanced proficiency with Jira, Jira Service Management (JSM), Zendesk, and reporting dashboards.
• Excellent cross-functional coordination and communication skills, especially with US-based teams.
• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.
• Certifications such as Certified ScrumMaster (CSM), PSM I, or Kanban are a plus.

Preferred Skills

• Experience working in security or AI technology sectors.
• Knowledge of Agile best practices and process improvement methodologies.
• Familiarity with incident management and escalation procedures.
• Ability to analyze operational metrics and implement data-driven improvements.
• Strong problem-solving and conflict resolution skills.
• Multilingual abilities or experience working with international teams.

Experience

• 3 to 6 years of professional experience in a SaaS/Tech environment.
• Minimum of 2 years specifically in a Scrum Master or Agile facilitation role.
• Proven track record of managing customer support workflows and cross-functional team collaboration.

Environment

This role is based in Bengaluru, India, with a hybrid work model requiring 2-3 days in the office. The position involves working in a dynamic, fast-paced environment with a focus on collaboration across global teams, primarily US-based stakeholders. The shift overlaps with US working hours (2 PM – 11 PM IST), facilitating real-time communication and coordination.

Salary

Not specified.

GrowthOpportunities

Not specified.

Benefits

• Competitive salary and equity options.
• Health plans comparable to large SaaS companies.
• Flexible work arrangements.
• Opportunities for learning, growth, and professional development.