Team Lead, Command Center

Role Overview

This role sits at the heart of a global Application Managed Services environment, ensuring the stability, performance, and continuity of mission-critical enterprise applications. You will lead a team responsible for monitoring, troubleshooting, and resolving complex application issues across multiple platforms in a 24x7 support model.

What You Will Do

Lead and coordinate daily operations within the Command Center, evaluate, troubleshoot, and resolve complex application issues, provide guidance and mentorship to junior team members, and ensure accurate documentation of incidents.

Why It Might Be a Fit

This is a high-visibility leadership role where your decisions directly impact service reliability and customer experience. You will collaborate closely with technical experts and business stakeholders, and 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 support and leadership responsibilities
• Performance-based bonuses and recognition programs
• Comprehensive health, dental, and life insurance coverage
• Remote-first flexibility with alignment to a São Paulo-based team structure
• Exposure to global enterprise clients and mission-critical application environments
• Career growth opportunities within a fast-scaling international support organization
• Continuous learning and development in enterprise application technologies
• Inclusive and collaborative culture focused on teamwork, accountability, and innovation