Rimini Street, Inc

Security Support Supervisor

Job ID

Job Description

Rimini Street, Inc., the world’s leading independent provider of support for enterprise application software, seeks a Security Support Supervisor, resident in our Hyderabad, India location.


Our company is currently privately held with plans to become a public company. Rimini Street views all of our 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.



Position Summary


This position oversees the Security Support personnel. Managing the performance of the Security Support Analysts to ensure service levels for credential management are achieved and expectations are met or exceeded.

Key responsibilities include: leadership of the function and as a point of escalation for issues arising with respect to credential management. Collaboration with other business units to facilitate consistent and comprehensive interaction amongst teams.


Essential Duties and Responsibilities

  • Support the Security Support Analysts during scheduled Hours of Operation and provide after-hour or on-call support as necessary.
  • Assists with the development of Service Level Agreements to set expectations and measure performance.
  • Oversee the Security Support Request processes confirming Service Levels are met.
  • Review feedback to improve services, tools and support experience.
  • Serves as the focal point for all related support issues; escalating and engaging other teams as necessary.
  • Develop and maintain the Analyst Work Schedule to safeguard proper support coverage.
  • Set objectives for quality and productivity measures; train and mentor direct reports to comply with departmental policies, practices, and procedures to effectively and efficiently accomplish goals.
  • Complete performance appraisals, provide professional guidance, mentoring and other supervisory duties as needed.
  • Prepare and maintain a Standard Operating Procedures for Security Support activities.
  • Provide data and reporting of KPI’s and trends to leadership and others as needed.
  • Able to work and support a regular shift pattern of out of hours support



Additional Duties and responsibilities

  • As directed



Minimal Qualifications  




  • Hyderabad, India



  • Bachelor Degree in Computer Science or related experience in the Information Technology field



  • 3-5 years of experience in an IT service desk or security administration type position
  • Prior experience of credential management or related tool(s)
  • Supporting an environment of at least 200+ employees
  • Working with a global team



  • Positive attitude, excellent work ethics, strong customer service
  • Strong knowledge of MS Office 2010/2013, MS Outlook & Exchange
  • Excellent written and verbal communications skills
  • Ability to effectively communicate issues; proactively recommending improvements to processes and procedures
  • Strong organizational skills to manage multiple shifts with varying coverage requirements
  • Ability to multitask and flex- prioritize in a dynamic corporate environment
  • Strong interpersonal, problem-solving and conflict management skills with the ability to establish and maintain effective, professional and harmonious relationships
  • Assertive individual, self-driven to achieve consistent performance improvement in self and employees
  • Problem solving, troubleshooting, and analytical skills with the ability to define problems (both technical and departmental), collect data, establish facts and draw valid conclusions
  • Strong interpersonal skills and consultation skills
  • Self-motivated and results oriented
  • Supervisory and leadership capabilities
  • Ability to lead and work effectively in a team environment

Desired Qualifications

  • CompTia Security+ or equal certification

Company Description

Company Description

Established in 2005, Rimini Street is the leading global provider of third-party support for Oracle and SAP enterprise software and is opening a huge market with tens of thousands of qualified target prospects. Rimini Street replaces annual support from Oracle and SAP with an award-winning support program priced at 50% of the current annual support fees. Over 1,750 clients, including 135 of the Fortune 500, and Global 100 have switched from Oracle or SAP to Rimini Street support.


The company is widely recognized by clients, leading industry analysts (including Gartner, Forrester, Constellation Research and Nucleus), and financial analysts as the leader in a large, fast growing market with tremendous upside and an extremely strong value proposition that resonates with CIOs and CFO’s. With tight IT budgets and flat global economic growth, IT and procurement professionals are actively looking for proven methods to cut costs while improving service. Rimini Street enables organizations to free up budget for strategic business initiatives by delivering savings of up to 90 percent on total maintenance and support costs.

Be Treated Like the Best


  • Rimini Street hires only the best – and provides the compensation, bonus and benefit programs appropriate for proven top-performing professionals. We want our employees to have an opportunity to share in the financial success that results from our dedication to service excellence, high-quality deliverables and an unparalleled client experience.
  • Excellent compensation, bonus and benefits packages.
  • No bureaucracy, thousand-page rule books or politics — just everyone working together to build a great company through service excellence and client success.
  • Work hard, play hard environment – Rimini Street is a group of hard-working professionals who are passionate about achieving success, but we also enjoy opportunities to meet up at fun company events.
  • All Rimini Street professionals are encouraged to grow and learn new skills.

 Accelerating Company Growth


  • Pre-IPO company.
  • Over 1,750 signed clients, including 135 Fortune 500 and Global 100.
  • 43 consecutive growth quarters, 2015 revenue of $118 million, and 38% growth year over year since 2012.

Recent Industry Recognition


  • Listed as a 2016 Bay Area Top 75 Software Company by the San Francisco Business Times.
  • Named as an Inc. 5000 company for the sixth consecutive year, and recognized as one of America’s fastest-growing private companies with three-year revenue growth of 172%.
  • Honored with six 2016 Stevie International Business Awards.
  • Received the 2016 Golden Bridge Customer Service Achievement of the Year and Customer Service Department of the Year awards.
  • Honored with the 2016 Best in Biz Company of the Year and Best Place to Work awards.


To learn more about how Rimini Street is redefining the enterprise software support industry, visit http://www.riministreet.com


Rimini Street is committed to creating a diverse 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 and protected veterans status or any other characteristic protected by law.


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.


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