Team Lead, Command Center

• Command Center Team Lead
• Position Summary

The role of the Team Lead, Command Center is to provide exceptional remote-based support for mission-critical applications as part of our global Application Managed Services support team.

The position has the responsibility for researching, troubleshooting, and supporting multiple application modules for our global clients.

Essential Duties & Responsibilities

• Evaluate complex customer issues using methodical troubleshooting based on expert knowledge of application functionality and develop an action plan to resolve issues, either directly or through promotion to AMS L2/L3 or L4 support.
• Replicate reported issues as needed for troubleshooting.
• Provide new or modified application configuration to resolve incidents.
• Advise junior coworkers on application functionality and capabilities.
• Recommend changes to training based on incident volumes and trends.
• Identify opportunities for process improvements and automation.
• Thoroughly document change requests, test results, and approvals.
• Be a proactive contributor to a support organization which is running 24/7/365, requiring the ability to work flexible hours, including evenings, weekends and holidays, and monitoring email regularly outside standard business hours.
• Collaborate with team members in a virtual team environment to extend field experience to different client situations.
• Contribute to the development and management of knowledge-sharing methodologies, diagnostic tools, and creative processes, to improve the client experience.
• Identify, manage, and resolve complex risks and issues, preventing escalations wherever possible.
• Coordinate with manager and team for daily tasks.
• Ensure team is rightly staffed to support operations.

Experience

• Minimum of 5-6 years relevant hands‑on experience as a consultant or production support provider.

Qualifications and Skills

• A track record of successful roles in several implementation or upgrade projects, or as a production support provider.
• Deep working knowledge and understanding of support business processes.
• Broad expertise in applications (SAP, Oracle, Microsoft, ...).
• A blend of functional and technical development skills, with deep understanding of the business processes supported by the People Soft application as well as experience developing custom solutions.
• Strong verbal and written communication skills, with the ability to tactfully resolve conflict.
• Ability to be persuasive and influence customer relationships in a positive direction.
• Ability to multitask, managing competing priorities and administrative tasks.
• Exposure to Service Now application.
• Flexibility to work in a 24×7 environment.
• Able to act as a mentor for the team.
• Strong capability to read, write, and speak English.
• Exceptional ability to maintain strong peer relationships, gaining trust and confidence from all levels within the organization.
• Well-developed presentation and communication skills.
• Foster a collaborative, supportive, and "team first" work style.
• Ability to accept change, and scale appropriately with a rapidly growing business.
• Ethical, with highest standards of integrity and accountability.

Education

• Bachelor’s in business administration, Engineering, Computer Science or other related field, or equivalent work experience.
• Language
• Fluency in both English and Portuguese is required.
• Location
• São Paulo office.

Rimini Street is committed to creating a diverse and inclusive environment and is proud to be an Equal Employment Opportunity Employer.

All qualified applicants will receive consideration for employment without regard to age, race, color, religion, national origin, sexual orientation, gender or gender identity, disability, protected veteran status, or any other characteristic protected by law.

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