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. In 2005, Rimini Street reinvented enterprise software support to deliver a better support experience and drive significant savings on total maintenance costs. Today, the Company delivers superior service experiences, at scale, centered on client success to enable enterprise software licensees to extract more value from their enterprise software investments, invest in innovation, create competitive advantage and enable growth. Over 5,500 global Fortune 500, midmarket, public sector and other organizations from a broad range of industries have leveraged Rimini Street as their trusted provider for support and managed service solutions.
We are actively seeking a Sr Principal Manager, Manage Services. This role is based in India, Hyderabad.
The Big Picture:
We believe in the power of extraordinary people and technology to overcome the challenges of a constantly changing world. We are pioneers, technologists, and advisors who help clients break free from dated models to achieve bold business objectives. We help clients navigate today’s technology and tomorrow’s expectations.
With nearly 5000 clients served to date, we are the largest independent, enterprise software support and services company. Organizations across a wide range of industries and government entities rely on Rimini Street for 24/7/365 expert-delivered support and services for their mission-critical systems.
Our service quality and level of expertise consistently earn us best-in-class customer satisfaction ratings. Our people have earned Rimini Street multiple industry awards for exceptional work quality and customer service. We are proud to be recognized around the world as a Great Place to Work® and for community service efforts via the Rimini Street Foundation.
With more than 1,800 team members in 23 countries, we’re a global community guided by our purpose to provide equal opportunity for all. Fueled by our core values for our company, clients, colleagues, and communities, we’re committed to creating a culture that nurtures and rewards a growth mindset in an environment where our people are encouraged to dream big and boldly shape the industry.
With the additional offerings like Managed Services, Professional Services and Security Managed Services over the last couple of years, we have nicely transitioned from being referred as “Third Party Support Provider” to a boutique IT Services company. Rimini Street views all employees as partners, and is committed to providing an exciting, participatory, and team-oriented work environment. In addition to our very competitive compensation packages, be prepared for challenging professional growth and fun along the way in our work-hard, play-hard corporate environment.
Rimini Street’s Global Capability Centre (GCC) in India is seeking a Senior Principal Manager, to partner with delivery leaders and ensuring smooth operational support activities in a matrixed organization structure.
About Rimini Labs India
Rimini Street Inc, HQ: Las Vegas, NV, USA a disruptor in third party ERP support services, established undisputed leadership and as a natural progression, entered India with Rimini Labs India kick starting operations in Hyderabad, in 2013 with Global Client Onboarding Services, IT shared services and Global Service Development. In no time, Rimini Labs India started Bengaluru operations going up the value chain with more complex product development (Oracle, SAP, Peoplesoft, JDE etc.) & advanced services (Managed services, Professional services, Security Managed Services etc).
Rimini Labs India gained valuable share in bringing the reputation to Rimini Street Inc of being a global provider of unified support and managed service solutions for enterprise software. Today, Rimini Labs India is a family of about 800+ full time talented individuals, thanks to the remarkable talent that has supported the expansion.
Rimini Labs India has nicely emerged as Global Capability Centre (GCC), and proudly says, “if you are best of the best, you belong to Rimini”. We are on a mission to contribute significantly to our “Rimini ONE” program, a turnkey Rimini Street service program that offers a comprehensive set of unified, integrated services that can run, manage, support, customize, configure, connect, protect, monitor, and optimize your Oracle and SAP ERP, database, and technology software.
What you must know! Elevator Pitch:
If above sounds exciting to you, then consider joining us.
The incumbent will be responsible for overseeing delivery, planning, directing, and overseeing Command Centre (Global labs) in the organization, ensuring implementation of forward-looking automated systems and practices. The incumbent will lead a team of professionals to ensure that we have an engaged & highly performing employees, compliant & efficient global operations, and the highest standards of customer service to meet current and future needs of the organization.
Reporting to the EVP – Service Delivery, the incumbent will:
Serve as the business partner on a wide variety of topics including delivery management, and capability building.be an integral part of the GCC India Operations and shall serve as a thought leader on Operational Excellence to the business.assist in developing strategies, strengthening the processes and shall play a key role in scaling up Command Centre (Global labs) operations up the value chain.Essential Duties and Responsibilities
Essential duties and responsibilities include scaling up the processes such as Engineer Induction/Training (capabilities), Governance & Risk Reviews, Transition, Crisis Management, as well as setting up processes for the new incubation areas in Language Services, Dev Ops, Automation etc.
Ensuring strong management and optimal performance in all areas of delivery operations including but not limited to skill development, strategy, contracts compliance, and risk management.
Build and manage a strong process to deal with L1 / L1.5 level support.Prepare CC resources capable deal with more complex (L2 level) support tickets.Performs timely audits to improvise operations.Work collaboratively with leadership team to improve team processes and ensure best practices are followed.Work with Rimini Manage (Managed Services), Rimini Support (Product Support) delivery teams to evaluate new areas to collaborate and strengthen the identified/existing areas. Extend the scope to Global Product Dev team in the future. Automate reparative tasks to improve efficiency.Be a pro-active leader within a support organization.Running 24x7x365 operationsother duties, responsibilities, and activities may change or be assigned at any time.Competencies Required:
Mindset: Think Global and Act Local, have a global mindset and work closely with Global as well as Local Leadership teamPrograms: Drive global programs and find opportunities to take local programs to global levelEthics & Compliance: Carry out the duties of this position with a high degree of personal commitment to and modeling of ethical behaviors. Lead the development and implementation of policies and practices to ensure the organization adheres to ethical norms and is adhering the local and international legal requirements.Strategy: Enable the strategic direction of the CC. Utilize Business Intelligence to analyze data to contribute to strategic global initiatives and organization-wide planning and decision making in support of CC’s Goals & Strategies. Maintain knowledge of emerging technologies and trends in CC operations.Inspiring Leadership: Mentor and support people growth by adopting coaching style.Collaboration: Establishes and maintains effective relations with co-workers and stakeholder; works collaboratively with others to accomplish organizational goals; works actively to resolve conflicts; expresses ideas and thoughts effectively; selects and uses appropriate communication methods and maintains meaningful communication including virtual coworkers. Diversity: Takes personal responsibility for and supports others across the organization in creating and sustaining a diverse work environment where individuals are welcomed, valued, respected and supported; personally committed to attaining cultural competency including self-awareness of one’s own attitudes about culture and cross-cultural interactions; exhibits the willingness and ability to engage openly and respectfully around issues of race, religion, identity and culture; upholds equity in access to sharing of information, ideas, and opportunitiesDrive: Is self-directed in one’s approach to work, but asks for help when needed; holds oneself accountable; undertakes self-development activities; seeks to build and master new skills; looks for and takes advantage of opportunities within the organizationResult Orientation: Produces a high-quality output of work, both in terms of quality and quantity; looks for ways to improve and promote quality; monitors work to ensure quality; has a personal commitment towards the Vision of the organization.Innovation: Focuses on desired outcomes and how to best achieve them; gets the job done; sees opportunities for creative problem-solving while staying within the parameters of good practice; sees old problems in new ways and has novel approaches to solving those problems; contributes original and/or resourceful ideas to their area of responsibility; is able to consider and articulate risks and consequences of proposed innovations and factor these into decision-making.Who will Qualify? Education & Experience:
Education – A qualified candidate will have either (i) a bachelor’s degree (or a foreign equivalent degree) in Computer Science or a closely related technical field or (ii) MBA / MCA / MSExperience -18+ years of relevant Application Management Services (AMS) in one of the major ERP (SAP/Oracle/MS etc.) systems with exposure to managing Command Centre & Capability building would be an advantage.Must have led team size of 80 to 100 technical / knowledge resources.5+ years of demonstrated experience in building capabilities, driving Innovation / operations excellence, and managing Governance.Must be hands on with program management with metrics and dashboards.Experience with risk management and a track recording of successfully managing risk across a complex operating environment (specific experience doing this in a global setting preferred).Working knowledge of ITIL methodology and case management.Automation and AI focus is added advantage.Additional Skills:
Excellent interpersonal, presentation and communication skills – verbal & written.Ability to work calmly and professionally in high pressure situations.Ability to think critically and learn quickly to enable educated decision making.Open, direct, and informative management style; the ability to develop relations based on trust, confidence and respect.Ability and willingness to work in challenging and dynamic environments, and to see through challenges by being on the solutions side.What will drive your success? -Key Success Factors:
To succeed, you will need a flexible skill set, including the ability to think strategically, execute tactically, and collaborate across many teams, levels, and situations.
Passion to drive process efficiencies and generating value for internal as well external customers.The ability to lead, develop, and inspire a team of professionals in a high growth, rapidly changing environment.A strong solution focus and be comfortable working in an environment which demands strong deliverables along with the ability to identify problems and drive appropriate solutions.A true hands-on approach as well as the ability to successfully monitor the "pulse" of the employees to ensure a high level of employee engagement.Familiarity with Business Intelligence tools and a track record of successful use or incorporation of such tools in daily decision-making.Success in this role will require influential partnership with middle and senior management within the organization to execute the strategies that foster organizational and people effectiveness.
We are interested in professionals who are obsessed with outcomes, enjoy delivering excellence every day, manage change initiatives, bringing people issues and challenges to the forefront. You will need the confidence to keep the people agenda a key priority, take data-based decisions do this in a way that integrates well with business priorities and objectives.
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:
CompanyWe dream big and innovate boldly. ColleaguesWe work with extraordinary people who create a culture of mutual respect and collaboration. ClientsWe 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 5,500 signed clients, including over 180 of the Fortune 500 and Global 100 companiesOver 2,000 team members in 23 countriesUS 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.