Encora
Support Team Lead
USA
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About the role
- Delivery cadence and SLA performance are treated as one job: the cadence exists to move the SLA numbers.
- 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.
Requirements
- 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.
- Preferred
Nice to have
- 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.
- 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.
- Scrum Master or agile delivery certification, or equivalent hands-on experience.
Skills
- Delivery & Service Assurance Lead
- Customer Operations - SPEC-Ops (SRE & Platform Engineering)
- Role Summary
- Delivery cadence and SLA performance are treated as one job:
- the cadence exists to move the SLA numbers.
- Facilitation & Delivery Cadence
- Service Assurance
- Brings SLA misses into retrospectives, gets to root cause, and helps make sure the same issue doesn't happen twice.
- Change Management
- 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
This listing is sourced directly from Encora's careers page and normalized into a canonical job model.