Team Lead, SAP Managed Services

About Rimini Street, Inc.

Rimini Street, Inc. (Nasdaq: RMNI), a Russell 2000® Company, is a global provider of end-to-end enterprise software support, products and services, the leading third-party support provider for Oracle and SAP software and a Salesforce and AWS partner. The Company has operations globally and offers a comprehensive family of unified solutions to run, manage, support, customize, configure, connect, protect, monitor, and optimize enterprise application, database, and technology software, and enables clients to achieve better business outcomes, significantly reduce costs and reallocate resources for innovation. To date, over 5,300 Fortune 500, Fortune Global 100, midmarket, public sector, and other organizations from a broad range of industries have relied on Rimini Street as their trusted enterprise software solutions provider. To learn more, please visit riministreet.com, and connect with Rimini Street on Twitter, Instagram, Facebook, and LinkedIn. (IR-RMNI).

We are actively seeking a Team Lead, SAP Managed Services. This is a remote position based anywhere in Brazil.

Position Summary

The role of the Team Lead, SAP Managed Services is to provide exceptional remote-based team leadership and application support for mission-critical SAP applications as part of our global customer support team. The position has the responsibility for researching, troubleshooting, and supporting of multiple SAP modules for our global clients.  The role of the Team Lead, SAP Managed Services requires the expertise and skills to manage a small team of support engineers in their day-to-day application support activities; perform hands on application support; diagnose serious issues; then develop, test, package and deliver fixes for such issues in complex, integrated and highly configured environments.  The successful candidate will have prior Team Leadership or management experience and have a understanding of the SAP modules. 

Experience

• 10+ years relevant SAP Software Product Support experience - Techno-Functional Skills needed.
• Proficiency in one (or more) of the following SAP Modules: MM / WM / FICO / SD / HCM / PP / PM
• 5+ years of SAP AMS support experience
• 5+ years of relevant Team Leading Experience in hiring, leading, mentoring teams of 7+ people providing SAP AMS Support.

Essential Duties and Responsibilities

• Lead the SAP Managed Services Delivery team to achieve all Client and Employee satisfaction targets while managing to financial targets.
• Build, grow, and evolve a strong, cohesive team to deliver SAP support for our clients including defining skill requirements, guide the sourcing and hiring of candidates, and utilizing industry contacts to attract top talent, etc.
• Drive resolution for complex customer issues using methodical troubleshooting based on expert knowledge of SAP applications functionality and technology.
• Work closely with customers daily to understand their needs, support business change, and deliver a consistently high-quality customer experience.
• Provide in-depth knowledge of the Support delivery process.
• Collaborate with team members in a virtual team environment to extend field experience to different client situations.
• Manage one or more key assigned accounts as a technical/functional advisor.
• Develop application break fixes for critical product defects.
• Create scripts to identify, analyze and correct data issues.
• Be a pro-active leader within 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.
• Provide expertise, guidance, and participation during the sales cycle to the Sales team to enable them to articulate how and why we deliver the highest quality products in the industry.
• Communicate effectively across various organizations within Rimini Street (e.g., sales, marketing, account management, client on-boarding, support, etc.

Skills   

• Fluent English skills
• Expert level Functional and/or Technical Expertise in multiple SAP ERP modules, such as: Finance, Logistics
• Knowledge of localizations: architecture, implementation, and key functionality
• Expertise with SAP 4.x and ECC platforms, including full life-cycle implementation experience, configuration, and administration of the application.
• Knowledge of SAP maintenance/patching mechanics and SAP architecture
• Demonstrable history solving complex problems across multiple modules.
• Superb trouble-shooting skills and tenacity in problem solving.
• Passionate focus on customer support and the ability to build long term, successful working relationships with clients.
• Strong knowledge of key application functionality, tables, and relationships
• Deep knowledge of SAP customization/extension methodologies
• Excellent interpersonal, presentation and communication skills – verbal & written.

Desired Qualifications 

• ITIL – ITSM Certification
• PMP-PMI Certification
• Ability to think critically and make clear and well-reasoned decisions.
• Exceptional Leadership skills as well as the ability to build and maintain strong peer relationships, gaining trust and confidence from all levels within the organization.
• Self-starter who can take initiative with process improvement.
• Experience with localizations and global implementations would be an advantage.
• Well-developed presentation and communication skills; effective working with clients
• Open, direct, and informative management style; the ability to develop relations based on trust, confidence, and respect.
• Ability to multitask multiple projects, issues, and tasks.
• Foster a collaborative, and supportive work style.
• Ability to scale and manage change within a rapidly growing business.
• Ethical with highest standards of integrity

Education

• Bachelor’s degree in computer science, Information Technology, or a related field.

Language

• Fluency in both English & Portuguese is required.

Location

• Brazil, remote

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 5,300 signed clients, including over 180 of the 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.

Please Note: Rimini Street does not accept resumes submitted by recruiting/staffing firms unless specifically requested by Human Resources.  Unsolicited resumes will be ineligible for referral fees.