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 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 & Portuguese is required.
Location
São Paulo office
Why Rimini Street?
Benefits
Remote work optionsFlexible schedulePerformance bonus
Additional Information
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
Riministreet · Remote