Responsible for supporting critical applications, such as SAP S/4 HANA, with a team of over 80 people, including 8 direct reports, encompassing developers, technical leaders, financial coordinator, and analysts distributed between Brazil and India. Tasked with the strategic development of the area with a focus on automation and cost reduction.• Led a project to internalize SAP support in a period of 12 months, recruiting, training, and developing more than 40 professionals with expertise in FICO, MM, SD, GRC, BASIS, ABAP, MDG, FIORI, among others, distributed across Brazil and India, generating an annual savings of $1 million in OPEX.• Established a 24/7 support department, combining best market practices with ITIL and agile approaches, achieving an SLA exceeding 99% in key indicators, such as MTTR (Mean Time to Repair) for SEV 1 and SEV 2, and system availability.• Managed a budget exceeding $30 million, covering payments to various support vendors, licenses, tools, salaries, and travel, ensuring strict cost control and achieving an average efficiency of 5% per year.

Responsible for supporting the SAP ECC application and legacy systems, managing vendors such as Accenture, Wipro, EY, and ITC, while leading an internal team of 10 professionals ensuring the full functionality of solutions and integrations, minimizing impacts on business operations.• Led the critical project "Summer Plan" in SAP ECC, ensuring that during the seasonal sales increase, operations in Brazil maintained an average availability exceeding 99% from October to February, with minimal risk of systemic impacts.• Supervised the knowledge transfer of over 200 changes, ranging from minor to major modifications across multiple modules, performed by different teams. Developed a robust transition process, incorporating detailed checklists and comprehensive documentation, ensuring efficient transfer to the support team under my leadership and mitigating impacts on business operations.• Coordinated the implementation of a real-time monitoring system for key technical indicators of the systems, designed to collect data directly from the database and integrate with an automatic communication solution for on-call staff. This system was configured to send instant alerts whenever a threshold was reached. The initiative not only significantly improved the MTTR of critical incidents, achieving levels close to 100%, but also enhanced data visualization through interactive dashboards, facilitating the identification of patterns and trends, and contributing to predictive decision-making based on facts and data.

Responsible for the centralized management of corporate sales and marketing data, ensuring integration, quality, reliability and availability of information for various business areas while leading a team of 15 professionals and utilizing data transformation and visualization tools such as QlikView, QlikSense, Tableau, Power BI, Talend, and Hadoop to streamline and enhance decision-making by senior leadership.• Contributed to the creation of an innovation hub with the startup ecosystem in India, playing an active role in the technical implementation of proofs of concept (POCs). These initiatives not only optimized critical processes but also led to the area being recognized by Zinnov as a 'Great Place to Innovate.'• Collaborated on the implementation of a chatbot to address user inquiries about dashboard data, promoting greater autonomy and reducing ticket volume by approximately 10%, resulting in monthly savings in support costs.

Responsible for managing on-premises and SaaS systems in areas such as Sales, Logistics, Procurement, Human Resources, and Supply Chain, applying ITIL and COBIT frameworks to ensure operational efficiency and effectiveness. Led internal teams and vendors in Incident, Problem, and Change Management processes, while also supporting internal and external audits to ensure compliance with standards.

Responsible for gathering requirements for the implementation of an HR system using the SAP solution. Conducted interviews with stakeholders to understand their needs and created the necessary documentation for the technical team to develop the solutions. Additionally, supported management in data analysis and monitoring project progress.

Provided bilingual (English and Portuguese) technical assistance for global clients, addressing N1 and N2 requests through support tickets for human resources management systems.