Hybrid Team Lead, Command Center chez Riministreet

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 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?

We are looking for talented, passionate people to help us build our future at Rimini Street. We hire only the best, the most extraordinary professionals and provide compensation, bonuses, and benefits to match the skills of our top-performing team members. Do you thrive in a fast-paced environment, enjoy growing together, and get excited about learning new skills? Are you looking for an opportunity to make a true impact as part of a team of extraordinary professionals? This is the place for you.

Our work is challenging and meaningful. We start and end each day with a sense of achievement and purpose guided by our core values, the Four Cs: 

• Company

  • We dream big and innovate boldly.  

• Colleagues

  • We work with extraordinary people who create a culture of mutual respect and collaboration. 

• Clients

  • We relentlessly pursue solutions that help clients achieve their goals. Our unmatched client care is rooted in our passion for exceptional service. 

• Community 

  • We believe in leaving the world a better place than we found it. With the Rimini Street Foundation, we’ve made positive impacts in six continents for over 425 charities.

Accelerating Company Growth

• Nasdaq-listed under ticker symbol RMNI since October 2017 

• Over 5,800 signed contracts to date, including Fortune 500 and Global 100 companies

• Over 2,000 team members in 23 countries

• US and international recognition for industry leadership and philanthropic efforts. See all of our awards and recognitions here: https://www.riministreet.com/company/awards/ 

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. 

To learn more about how Rimini Street is redefining the enterprise software support industry, visit http://www.riministreet.com