Team Lead, Command Center

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Assess intricate customer challenges through systematic troubleshooting.

• Duplicate reported issues as necessary for effective troubleshooting.

• Deliver new or adjusted application configurations to address incidents.

• Guide junior team members on application functionalities.

• Suggest modifications to training protocols based on incident frequency.

• Spot opportunities for process enhancements and automation.

• Meticulously document change requests and their approvals.

• Actively contribute to a support organization that operates 24x7.

• Work collaboratively with colleagues in a virtual team setting.

• Identify, manage, and resolve intricate risks and challenges.

• Ensure the team is adequately staffed to maintain operational support.

⛳️ Requirements

• At least 5-6 years of relevant hands-on experience as a consultant or in production support.

• In-depth knowledge and comprehension of support business processes.

• Extensive expertise in applications such as SAP, Oracle, Microsoft, etc.

• A combination of functional and technical development abilities.

• Excellent verbal and written communication skills in English.

• Capability to persuade and positively influence customer relationships.

• Willingness to work in a 24x7 environment.

• Adaptability to accept change and scale operations accordingly.

🏝️ Benefits

• Options for remote work.

• Opportunities for professional development.

• Competitive bonuses and benefits commensurate with skills.

• Collaboration with exceptional colleagues.