Team Lead, Command Center

About Rimini Street, Inc.

Rimini Street, Inc. (Nasdaq: RMNI), a Russell 2000® Company, is a global provider of end-to-end enterprise software support and innovation solutions and the leading third-party support provider for Oracle, SAP and VMware software. The Company offers a comprehensive portfolio of unified solutions to run, manage, support, customize, configure, connect, protect, monitor, and optimize enterprise application, database, and technology software. The Company has signed thousands of contracts with Fortune Global 100, Fortune 500, midmarket, public sector and government organizations who selected Rimini Street as their trusted, proven mission-critical enterprise software solutions provider and achieved better operational outcomes, realized billions of US dollars in savings and funded AI and other innovation investments.

To learn more, please visit www.riministreet.com, and connect with Rimini Street on X, Facebook, Instagram, and LinkedIn.

We are actively seeking a Command Center Team Lead. This is a remote position that is based in our São Paulo office, Brazil.

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 applications 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 of process improvements and automation
• Thoroughly document change requests, test results, and approvals
• Be a pro-active contributor to a support organization which is running 24x7x365, this will require 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, based on the tool that will work for.

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 PeopleSoft 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 on ServiceNow application
• Flexibility to work in a 24x7 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 growi