Job Description
Command Center Team Lead
Location: São Paulo office, Brazil.
Position Summary
The Team Lead for the Command Center provides exceptional remote-based support for mission‑critical applications as part of our global Application Managed Services support team. The role is responsible 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 application 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 tr...