Chitra M
Scrum Master
Kerala
Summary
Certified Scrum Master with over 8 years of overall experience and 5 years in driving Agile transformation, leading cross function teams and delivering high-value technology initiatives across domains, including Travel, CME & Technology, Banking, and Healthcare using Scrum, Kanban, and SAFe frameworks, with proven expertise in facilitating Agile ceremonies, managing dependencies, fostering continuous improvement, and enhancing team performance through coaching and mentoring. Proficient in Jira, Confluence, Power BI, and Azure DevOps, optimizing workflows for maximum efficiency. Strong communication, stakeholder engagement, and risk management abilities. Focused on coaching teams and implementing Agile frameworks to improve workflow efficiency and deliver high-quality
Overview
9
9
years of professional experience
5
5
Certificates
Work History
Scrum Master / Sr Ass- SD Mgmt
Sutherlandglobalservice
09.2021 - Current
Facilitate Scrum and Kanban ceremonies (Planning, Stand-ups, Reviews, Retrospectives) for multiple Agile teams delivering enterprise digital solutions.
Coach teams on Agile values, servant leadership, and continuous improvement, increasing team maturity and predictability.
Collaborate with Product Owners and stakeholders to refine and prioritize product backlogs, ensuring value-driven delivery.
Track and analyse Agile metrics (velocity, lead time, cycle time, throughput) using Jira, Power BI, and Confluence to enhance visibility and performance.
Remove impediments, manage risks and dependencies, and ensure alignment across technical and business teams.
Lead Program Increment (PI) planning, sprint reviews, and release readiness meetings within a SAFe environment.
Prepare and maintain Agile dashboards and governance reports, improving transparency and reporting accuracy.
Partner with leadership to align sprint outcomes with strategic business objectives and client commitments.
Associate Scrum Master, Conneqt Business Solutions
Cognizant Tech. Solution
04.2020 - 07.2021
Led end-to-end Agile delivery for software and automation projects, ensuring adherence to timelines, quality standards, and scope.
Supported teams in transitioning from Waterfall to Agile , coaching them on Scrum, Kanban, and Lean principles.
Facilitated daily stand-ups, sprint planning, and retrospectives, driving accountability and transparency across delivery teams.
Managed RAID (Risks, Assumptions, Issues, Dependencies) logs and ensured governance alignment across business and technical stakeholders.
Partnered with Product Owners and Business Analysts to define user stories, acceptance criteria, and Definition of Done (DoD).
Drove change management and stakeholder engagement initiatives to promote Agile adoption and mindset shift.
Monitored and presented delivery health reports, sprint burndown charts, and performance dashboards using Jira and Confluence .
Ensured strong collaboration with global teams and clients to align sprint deliverables with program milestones.
· Engaged in release planning, UAT coordination , and deployment support to ensure seamless product rollout.
Governance Analyst
Sutherland Global Service
07.2017 - 03.2020
Managed governance frameworks for enterprise programs, ensuring compliance with delivery standards and PMO guidelines.
Supported Agile teams with sprint reporting, dashboard preparation, and risk-tracking documentation.
Collaborated with delivery managers and PMO to review project health, identify variances, and drive corrective actions.
Monitored key project metrics, including resource utilization, timeline adherence, and cost tracking.
Facilitated internal audits, stakeholder reviews, and project governance meetings for executive reporting.
Skills
Project Management & Agile Tools: JIRA, JIRA Align, Azure DevOps, Rally, Confluence, VersionOne, Trello, Miro, Mondaycom, Mural, ServiceNow, TDD, BDD
Collaboration: MS Teams, Zoom, Slack, Google Meet, Skype for Business
Documentation, knowledge sharing & Reporting: Excel, PowerPoint, Jira Reports, Google Workspace, Microsoft OneNote, SharePoint
DevOps & CI/CD: Jenkins, GitHub, GitLab, Bitbucket CI/CD
Planning & Estimation Tools: Planning Poker (online)
Metrics & Dashboards: Jira Dashboards, Power BI
Retrospective and Feedback Tools: TeamRetro, EasyRetro, Retrium, Metro Retro, Miro
Certification
Certified Scrum Master (CSM) (Scrum Alliance)
Timeline
Scrum Master / Sr Ass- SD Mgmt
Sutherlandglobalservice
09.2021 - Current
Associate Scrum Master, Conneqt Business Solutions
Cognizant Tech. Solution
04.2020 - 07.2021
Governance Analyst
Sutherland Global Service
07.2017 - 03.2020
Project Details:
- IntelliAssist AI: In the AI Support Assistant project, I facilitated the delivery of a Generative AI solution that enabled real-time call transcription and automated summaries. The main challenge was managing technical complexity around RAG architecture, vector databases, and LLM integration while keeping stakeholders aligned on incremental delivery. I supported the team by breaking down complex work into manageable sprints, resolving dependencies between Data Engineering and AI teams, and ensuring continuous feedback through MVP releases. This approach helped deliver a scalable solution that reduced manual effort and significantly improved agent productivity.
- SmartAssist Workflow Engine: In the HelpTree project, as a Scrum Master facilitating a cross-functional team to deliver a workflow engine that standardized support call handling. One of the key challenges was aligning multiple stakeholders and managing evolving requirements as AI capabilities were introduced into the decision-tree system. I ensured smooth Agile execution by running Sprint ceremonies, refining the backlog with Product Owners, and protecting the team from scope creep. By driving effective retrospectives and removing bottlenecks, we improved team velocity and successfully delivered AI-enhanced features that increased call consistency and operational efficiency.
Core Competencies
- Agile Frameworks (Scrum | SAFe | Kanban)
- Scrum Ceremonies facilitation (Daily Stand-ups, Sprint Planning Execution, Sprint Review and Sprint Retrospective)
- Agile Coaching & Mentoring
- Process Improvement | Continuous Integration & Continuous Delivery (CI/CD)
- Change Management
- Conflict Resolution | Team Empowerment
- Agile Metrix & reporting (Velocity, Capacity, Burn down, Burn up chart, Cycle time, lead time, throughput)
- Backlog Management & Prioritization
- User Story Estimation
- Scaled Agile Implementation (SAFe | LeSS)
- PI Planning & ART Coordination
- Kanban practitioner
- Stakeholder Communication
- DevOps Awareness (CI/CD, Release Readiness)
- Continuous Improvement Initiatives
- Impediment & Risk Management
Project Details:
- IntelliAssist AI: In the AI Support Assistant project, I facilitated the delivery of a Generative AI solution that enabled real-time call transcription and automated summaries. The main challenge was managing technical complexity around RAG architecture, vector databases, and LLM integration while keeping stakeholders aligned on incremental delivery. I supported the team by breaking down complex work into manageable sprints, resolving dependencies between Data Engineering and AI teams, and ensuring continuous feedback through MVP releases. This approach helped deliver a scalable solution that reduced manual effort and significantly improved agent productivity.
- SmartAssist Workflow Engine: In the HelpTree project, as a Scrum Master facilitating a cross-functional team to deliver a workflow engine that standardized support call handling. One of the key challenges was aligning multiple stakeholders and managing evolving requirements as AI capabilities were introduced into the decision-tree system. I ensured smooth Agile execution by running Sprint ceremonies, refining the backlog with Product Owners, and protecting the team from scope creep. By driving effective retrospectives and removing bottlenecks, we improved team velocity and successfully delivered AI-enhanced features that increased call consistency and operational efficiency.