--- title: 'Support Team Lead at Encora' canonical: 'https://feeny.ai/job/support-team-lead-encora-united-states-eakht9j321zh' type: 'job' last_seen: '2026-09-08' --- # Support Team Lead at Encora - **Company:** Encora - **Location:** United States - **Posted:** 2026-07-21 - **Last confirmed live:** 2026-09-08 - **Apply:** https://job-boards.greenhouse.io/encora10/jobs/5191064007 ## Job description Delivery & Service Assurance Lead Customer Operations — SPEC-Ops (SRE & Platform Engineering) ## Role Summary The Delivery & Service Assurance Lead runs the day-to-day rhythm of the SPE Customer Operations team, assuring the team hits its delivery and SLA commitments. Delivery cadence and SLA performance are treated as one job: the cadence exists to move the SLA numbers. This role owns the team's 24/7 service picture and works standard US business hours; it doesn't carry on-call duty itself but runs the schedule and handoffs that keep coverage solid across regions. Facilitation & Delivery Cadence ● Runs team ceremonies — standups, planning, reviews, and retrospectives — scheduled during US hours, with both the US and India shifts included and in sync. ● Keeps the backlog organized, making sure run work and operations are visible alongside project work, so the team's full workload is always in one place. ● Clears blockers and protects the team's focus, keeping a steady and predictable rhythm that the team can plan around. ● Owns the handoff between regions so work in progress transfers cleanly and coverage never drops, without needing to be online around the clock. Service Assurance ● Tracks the team's own performance — SLA attainment across all shifts — and keeps metrics current and visible to the team and leadership. ● Helps the team balance run work against feature and project delivery. ● Brings SLA misses into retrospectives, gets to root cause, and helps make sure the same issue doesn't happen twice. ● Maintains a single 24-hour view of team performance — measured for the whole service, not by region — while working standard US hours. Change Management This role also manages maintenance of our processes, tools, and observability for applications. As products and features evolve, so does the operational requirements needed to support them, and this role keeps that work organized and moving. This includes managing backlog and tasks for: ● Coordinating the onboarding tasks needed to bring new products or features under proper observability coverage, including refinement. ● Procedural updates ● Security, ITSM, and other tooling updates Continuous Improvement ● Keeps the SPEC-Ops way of working current as the team grows, adjusting cadence and process to fit both the SRE and Platform Engineering sides. ● Turns assurance data into backlog items — spotting the recurring toil and reliability gaps driving SLA risk, and prioritizing the work that fixes them. ● Builds and improves the metrics and reporting that show stakeholders how the team is doing. Interface with Incident Command When an SLA breach or incident happens, the Incident Commander (or escalation owner) handles the outward-facing work — stakeholder updates, escalation, vendor coordination. This role stays focused inward: making the breach visible, driving it to root cause, and turning it into backlog work to prevent it from happening again. That split keeps interrupt load off the person managing the team's delivery cadence, so this role can stay steady even during a live incident. ## Qualifications ● Experience running agile delivery for an operations or engineering team — including facilitating the full set of ceremonies and owning backlog health. ● Solid grasp of SLA practice: setting targets, measuring attainment, and driving improvement. ● Comfortable with observability and ITSM tools and turning that data into delivery decisions. ● Proven track record coordinating a distributed, globally covered team across time zones while working standard US hours, including owning the handoff between regions. ● Experience turning operational data into a prioritized improvement backlog and following it through to completion. ## Preferred ● Scrum Master or agile delivery certification, or equivalent hands-on experience. ● Experience standing up a delivery cadence for a newly formed or combined SRE/platform team. ● Background in a regulated or high-availability operations environment. ## About Encora ## Core Business - Primary industry: IT Services and IT Consulting; digital product engineering; AI and cloud services - Target customers: B2B, enterprise, digital-native organizations, and large corporations seeking modernization and innovation acceleration - Mission: To deliver innovation acceleration and industry contextual modernization to clients through AI-first design, orchestration, and engineering services - Vision: To power a world where every enterprise is endlessly composable, driven by digital workers, infinite scalability, and the freedom to innovate without limits ## Products & Services - **Encora AIVA™**: An orchestration platform for AI-native engineering, enabling composable enterprise systems that sense change and reconfigure in real time. - **Software Engineering Services**: Full-stack development, cloud migration, data engineering, AI/ML solutions, and product engineering across industries (fintech, healthcare, retail, etc.). - **Nearshore Delivery Model**: Global delivery centers in the Americas, Europe, India, and Southeast Asia, providing nearshore agility with global scale. ## Market Standing - **Valuation/Market Cap**: Not disclosed (acquired by Coforge; acquisition terms not publicly detailed) - **Key Metric**: Annual Revenue: USD $630 million (latest); Total Funding: USD $215 million across 3 rounds - **Notable Investors/Partners**: Warburg Pincus (lead investor in $200M PE round in 2019); Coforge Limited (parent company post-acquisition) - **Growth Signals**: - Acquired by Coforge (April 2026) – financial consolidation from May 1, 2026, with a 20–25% G&A reduction target - Workforce of ~6,191 employees (down 0.4% YoY) operating in 42 countries - Active job postings: 349 (+53.1% YoY) - Recognized as “Best Companies to Work For” in India (2025), top 4 among multinationals in Brazil, and top 10 in Peru ## Competitive Advantages - **Global Nearshore Scale**: 9,500+ engineers, designers, and domain experts across 42 countries, offering cost-effective, time-zone-aligned delivery. - **AI-First Engineering**: Proprietary Encora AIVA™ platform for orchestrating AI-native solutions, differentiating from traditional IT services firms. - **Deep Industry Expertise**: Hyperspecialized in cloud, data, and AI with a track record of serving digital-native clients and large enterprises. - **Acquisition Backing**: Integration into Coforge provides access to larger client programs and expanded career pathways. ## Strategic Focus - **Post-Acquisition Integration**: Seamlessly merging with Coforge while maintaining Encora’s brand and delivery capabilities. Near-term priorities include org restructuring, process alignment, and cost synergy realization. - **AI-Native Services**: Doubling down on AI agents, trusted AI governance, and outcome-led engineering to move clients beyond experimentation. - **Talent Development**: Expanding learning & development programs (AWS, Azure, Snowflake, GCP, Databricks certifications) and internal mobility to retain top engineers. ## Why Work Here - **Culture & Recognition**: Certified “Great Place to Work” in multiple regions; recognized by Comparably for Career Growth, Best Engineering Team, Best Company for Diversity, and Company Happiness. - **Remote/Hybrid Policy**: Flexible work-from-home scheme; remote workers in Mexico receive a monthly allowance of MXN 700 for internet/electricity, plus desk and chair after 3 months. No dress code, pet-friendly environment. - **Perks & Benefits** (varies by location): - Top-of-the-line MacBook Pro - Unlimited book budget and training/certification support - Private health insurance (including family) with dental and life insurance - 12 days paid vacation from day one (Mexico), 5 days PTO, 30 days aguinaldo (mandatory annual bonus) - Psychotherapy support (12 sessions covered fully) - Savings fund, grocery vouchers, and snack stations in select offices - **Considerations**: Compensation inconsistency across geographies and accounts; project-dependent stability; change fatigue from post-acquisition integration. Candidates should confirm review cycles, salary bands, and account assignment during interviews. ## Sources 1. [wellfound.com](https://www.encora.com/?avantica-is-now-encora) – Encora company profile (revenue, funding, employees) 2. [linkedin.com](https://www.linkedin.com/company/encorainc) – Encora LinkedIn page (followers, recent departures, locations) 3. [builtin.com](https://builtin.com/company/encora/faq/workplace-perception) – Workplace perception analysis (post-acquisition integration, compensation, culture) 4. [assets.ctfassets.net](https://assets.ctfassets.net/yon5rraf34cy/4MbvOWuHfRCr3sdTTjxiKn/0c58eaca56fffcd235e68110fcc2664e/FAQ_Encora_Inc_-_Mexico.pdf) – Encora Mexico FAQ (benefits, remote work, leave policies) 5. [careers.encora.com](https://careers.encora.com/why-encora) – Encora careers page (values, mission, recognition) ## Other roles at Encora - [Líder Técnico Java](https://feeny.ai/job/lider-tecnico-java-encora-peru-nphfjh98a9ep) — Peru - [Ingeniero QA Senior – Automation](https://feeny.ai/job/ingeniero-qa-senior-automation-encora-peru-wz16n40j3wtp) — Peru - [Líder Técnico Java Multivendor](https://feeny.ai/job/lider-tecnico-java-multivendor-encora-peru-y0qapde75wzr) — Peru - [Ingeniero QA Senior](https://feeny.ai/job/ingeniero-qa-senior-encora-peru-wvkcnrvxphbc) — Peru - [Software Engineer – Product Development](https://feeny.ai/job/software-engineer-product-development-encora-peru-c0xy8xmm6df2) — Peru - [Senior Agile Project Manager](https://feeny.ai/job/senior-agile-project-manager-encora-peru-zv7sc0xcvn3r) — Peru - [Test Engineer](https://feeny.ai/job/test-engineer-encora-peru-5w1pcw02q6hz) — Peru - [Desarrollador iOS Semi Senior](https://feeny.ai/job/desarrollador-ios-semi-senior-encora-peru-t27367m3dpmw) — Peru - [Analista QA Funcional Semi Senior](https://feeny.ai/job/analista-qa-funcional-semi-senior-encora-peru-ee083s5hp9gt) — Peru - [Desarrollador Android Semi Senior](https://feeny.ai/job/desarrollador-android-semi-senior-encora-peru-gtedhfz6fppd) — Peru