Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Languages
Affiliations
Timeline
Generic

Joel Joy George

Bengaluru

Summary

Dynamic Scrum Master with over 14 years of IT experience and 5 years of leadership in Agile teams at Mphasis. Demonstrated success in reducing sprint spillover by 60%, enhancing velocity, and fostering stakeholder alignment. Expertise in sprint planning, team coaching, and delivering impactful digital solutions through metrics-driven Agile methodologies.

Overview

15
15
years of professional experience
4
4
Certification

Work History

Senior Scrum Master

Mphasis
Bangalore
01.2020 - Current
  • Led two high-performing Agile teams, delivering web and mobile enhancements for U.S. consumer banking platform.
  • Oversaw key feature rollouts including Amazon, Uber, and Disney Rewards integration, impacting 10M+ end users
  • Facilitated end-to-end Scrum ceremonies across distributed teams (IST and EST), driving consistent sprint cadence and alignment.
  • Partnered with Product Owners, Business Analysts, and Designers to refine user stories, prioritize MVP scope, and manage dependencies
  • Improved sprint predictability by 40% using metrics-driven retrospectives, Definition of Ready/Done workshops, and capacity planning
  • Integrated Jira with Confluence and Azure DevOps for streamlined CI/CD traceability and release governance
  • Mentored junior Scrum Masters and coached cross-functional team members on Agile maturity, stakeholder communication, and estimation best practices
  • Recognized by Client leadership for enabling zero-rollback releases during high-risk cutovers and managing delivery across time zones with minimal escalations

Scrum Master

Mphasis
Bangalore
08.2018 - 12.2019
  • Supported Agile delivery of a digital Oncology Workflow Platform used across hospitals in North America
  • Facilitated sprint ceremonies for an 8-member Scrum team, focusing on modules like Treatment Scheduling and HL7 integration
  • Collaborated with Product Owners and clinical SMEs to refine user stories and align with HIPAA compliance
  • Helped improve sprint predictability by contributing to backlog grooming, DoR/DoD refinement, and team estimation
  • Maintained Jira boards and ensured smooth coordination across QA and Dev teams during validation cycles
  • Appreciated by leads for enabling consistent delivery during clinical go-lives and maintaining agile discipline

Assistant Manager / Team Leader – PMO & Operations

Mphasis
Bangalore
03.2014 - 07.2018
  • Led 4 teams across Intune, CMDB, Proofpoint, and O365 support, ensuring SLA compliance and operational stability
  • Coordinated automation projects to reduce incident volumes and manual workloads across infrastructure ops
  • Reduced alert volume for a major automotive client from 100K+ to 10K and cut manual tickets by 70% through automation and correlation
  • Introduced Kanban-lite workflows and coached leads on Agile task tracking
  • Delivered 95%+ CSAT and recognized as “Best Proactive Team” by clients
  • Built dashboards and reports to support leadership reviews and decision-making

Situation Manager – Major Incident Management

Mphasis
Bangalore
01.2013 - 02.2014
  • Managed war rooms for high-severity incidents, driving incident lifecycle from detection through resolution and RCA.
  • Produced KPIs and actionable trend reports, influencing improvements in stability and availability.
  • Acted as process auditor and escalation point for clients and leadership teams.

On-Duty Manager – Process Governance

Mphasis
Bangalore
01.2012 - 12.2012
  • Supported global operations for a leading bottling and beverage manufacturing client, ensuring process consistency across shifts.
  • Standardized SOPs, checklists, and escalation protocols for L1 and L2 teams to improve incident response and service quality.
  • Conducted PKT (Process Knowledge Test) rollouts to strengthen team readiness and reduce training gaps.
  • Acted as Subject Matter Expert (SME) for operational workflows and escalation procedures.
  • Prepared and presented detailed weekly/monthly operational reports to senior leadership.

SME for L1 Mainframe & Internal tools

Mphasis
Bangalore
12.2010 - 06.2011
  • Delivered L1 technical support for clients including Sears (retail) and TennisTV (media streaming platform), resolving high-volume incidents across internal tools and mainframe systems.
  • Assigned as SME post-training due to exceptional knowledge retention and top performance in onboarding assessments.
  • Trained new joiners on SOPs, ticketing tools, and client-specific workflows to reduce onboarding time and improve SLA adherence.
  • Contributed to the creation of a structured knowledge base to enhance first-time resolution rates.
  • Oversaw peak-hour floor operations and served as point-of-contact for real-time issue triaging.

Education

MBA - Project Management

NIBM Global
11-2020

Skills

  • Agile & Scrum Methodologies
  • Team Leadership
  • Project Coordination
  • Sprint Planning & Facilitation
  • Jira & Confluence
  • Operations Management
  • Stakeholder Communication
  • ServiceNow Proficiency
  • Reporting & Metrics Analysis
  • Training & Documentation

Certification

  • Professional Scrum Master™ I (PSM I)
  • SAFe® 6.0 Agilist (SA)
  • Kanban Practitioner
  • Scrum Master Accelerator

Accomplishments

  • Client Excellence Award
  • Scrum Champion
  • Best Automation Project Team
  • Best Proactive Team Leader
  • Extra Miler Award
  • 7× Monthly/Quarterly Summit Awards

Languages

  • English
  • Malayalam
  • Hindi
  • Kannada

Affiliations

  • Piano & Guitar
  • Culinary Enthusiast
  • Weekend Bike Riding
  • Peer Mentoring
  • Team Building Events

Timeline

Senior Scrum Master

Mphasis
01.2020 - Current

Scrum Master

Mphasis
08.2018 - 12.2019

Assistant Manager / Team Leader – PMO & Operations

Mphasis
03.2014 - 07.2018

Situation Manager – Major Incident Management

Mphasis
01.2013 - 02.2014

On-Duty Manager – Process Governance

Mphasis
01.2012 - 12.2012

SME for L1 Mainframe & Internal tools

Mphasis
12.2010 - 06.2011

MBA - Project Management

NIBM Global

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Joel Joy George