TeamLead,CommandCenter

## Accountabilities Lead and coordinate daily operations within the Command Center, ensuring effective coverage and support in a 24x7 environment. Evaluate, troubleshoot, and resolve complex application issues, escalating to L2/L3/L4 support teams when necessary. Replicate and analyze incidents to identify root causes and define effective resolution strategies. Provide guidance and mentorship to junior team members, supporting their technical and functional development. Ensure accurate documentation of incidents, change requests, test results, and resolutions in line with best practices. Identify opportunities for process optimization, automation, and improved incident management workflows. Collaborate with global teams to ensure timely resolution of critical incidents and minimize business impact. Monitor operational performance and support staffing coordination to ensure service continuity. Contribute to knowledge base development and continuous improvement of support methodologies and tools. Requirements: 5–6+ years of experience in application support, production support, or technical consulting roles. Strong knowledge of enterprise applications (such as SAP, Oracle, Microsoft, or similar platforms). Hands-on experience with incident management tools such as ServiceNow or equivalent ITSM platforms. Solid understanding of business processes supported by enterprise applications and how they translate into system behavior. Strong troubleshooting, analytical, and problem-solving skills in complex technical environments. Proven ability to work in 24x7 operational models with flexibility for shifts, weekends, and holidays. Excellent communication skills, with the ability to manage stakeholder expectations and resolve conflicts effectively. Leadership experience or demonstrated ability to mentor and guide technical teams. Strong English and Portuguese communication skills (spoken and written) are required. Benefits: Competitive compensation package aligned with senior