Team Lead, Command Center in Brazil, Indiana at Jobgether

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Team Lead, Command Center based in Brazil.

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. The position combines hands-on technical expertise with leadership responsibilities, including coordination of incident resolution, mentoring team members, and ensuring operational excellence. You will act as a key escalation point for high-impact issues while driving process improvements and automation opportunities. Working in a fast-paced, globally distributed environment, you will collaborate closely with technical experts and business stakeholders. This is a high-visibility leadership role where your decisions directly impact service reliability and customer experience.

• 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.

• 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.

• 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.