Team Lead, Command Center

About the role

Rimini Street, a global provider of enterprise software support and innovation solutions, is hiring a Team Lead, Command Center for its remote Application Managed Services support team. The position is based in the São Paulo office, Brazil, and covers research, troubleshooting and support of multiple application modules for global clients.

Key responsibilities

• Evaluate complex customer issues with methodical troubleshooting and create action plans, resolving them directly or escalating to AMS L2/L3 or L4 support
• Replicate reported issues, provide new or modified application configurations, and advise junior coworkers on application functionality
• Recommend training changes based on incident trends, identify process improvements and automation, and document change requests, test results and approvals
• Work flexible hours, including evenings, weekends and holidays, to support a 24x7x365 support organization
• Share knowledge, contribute to diagnostic tools and prevent escalations by managing complex risks
• Coordinate with the manager and team on daily tasks and ensure the team is properly staffed

Required profile

• 5-6 years of hands-on experience as a consultant or production support provider
• Bachelor's degree in business administration, engineering, computer science or a related field, or equivalent experience
• Fluency in English and Portuguese
• Track record in implementation or upgrade projects or as a production support provider
• Ability to mentor the team and work in a 24x7 environment

Required skills

• Deep knowledge of support processes and broad expertise in applications such as SAP, Oracle and Microsoft
• Functional and technical skills, including PeopleSoft and custom solution development
• ServiceNow exposure
• Strong communication, conflict resolution and presentation skills