Team Lead, Command Center

About the role

The Command Center Team Lead will oversee a 24x7 global Application Managed Services environment, ensuring the stability and performance of mission‑critical enterprise applications. This role blends hands‑on technical work with leadership, acting as the primary escalation point for high‑impact incidents while driving continuous improvement.

Key responsibilities

• Lead daily operations of the Command Center, guaranteeing effective 24x7 coverage.
• Evaluate, troubleshoot, and resolve complex application issues, escalating to higher‑level support when needed.
• Analyze incidents to identify root causes and develop resolution strategies.
• Mentor junior team members and support their technical development.
• Maintain accurate documentation of incidents, changes, tests, and resolutions.
• Identify and implement process optimizations, automation, and workflow improvements.
• Collaborate with global teams to minimize business impact of critical incidents.
• Monitor operational performance and coordinate staffing to ensure service continuity.

Required profile

• 5‑6+ years of experience in application support, production support, or technical consulting.
• Strong knowledge of enterprise applications such as SAP, Oracle, or Microsoft platforms.
• Hands‑on experience with incident management tools like ServiceNow or similar ITSM solutions.
• Proven ability to work in a 24x7 shift model, including weekends and holidays.
• Excellent communication skills in English and Portuguese, both spoken and written.
• Demonstrated leadership or mentorship experience.

Required skills

• SAP
• Oracle
• Microsoft
• ServiceNow
• ITSM platforms