Join us in establishing a new People Technology Support Operations capability within our Global Capability Center (GCC) in Hyderabad. This role is pivotal in ensuring reliable, secure, and scalable HR technology services. You will be the operational owner for SAP SuccessFactors and related HR platforms, cultivating a high-performing team to deliver L2/L3 support, manage changes, and drive continuous improvements across our employee lifecycle solutions.

Collaboration is key as you partner with People Operations, Talent Acquisition, IAM/Security, and Enterprise Systems. Your focus will be on upholding service level agreements (SLAs), streamlining joiner, mover, and leaver processes, and maintaining audit-ready operations.

Lead and develop a GCC-based support operations team, establishing a global follow-the-sun support model with comprehensive runbooks.

Define, monitor, and improve operational SLAs and KPIs, focusing on metrics like incident resolution time, change success, release quality, and data accuracy.

Champion a culture of accountability, meticulous documentation, and proactive risk mitigation.

Oversee the SAP SuccessFactors platform, including its implementation, configuration, deployment, and ongoing steady-state support for critical modules.

Manage the environment strategy, transport governance, regression testing, release schedules, and change approval processes.

Collaborate with HR and Payroll to translate business requirements into system configurations and maintain thorough technical and functional documentation.

Manage support operations for additional HR platforms such as Greenhouse (ATS), Beeline (VMS), and SmartRecruiters (ATS), working with vendors and internal teams to resolve issues, manage releases, and ensure data integrity.

Ensure the smooth functioning of integrations across our HR tech stack, including Dayforce Payroll, Workforce Software, SailPoint, Active Directory/Entra, SAP S/4HANA, Concur, and Data Engineering, guaranteeing reliable data flows and access controls.

Partner with IAM/Security on single sign-on (SSO), role-based access, segregation of duties (SoD) controls, audit logging, and incident response.

Own incident, problem, and change management processes following ITIL best practices, including managing major incidents and conducting root-cause analyses.

Ensure continuous audit readiness, supporting internal and external audits by providing traceable configuration and test artifacts.

Drive knowledge management initiatives by developing FAQs, Standard Operating Procedures (SOPs), self-service guides, and knowledge base articles for HR support.

A minimum of 7 years of experience in HR technology and team leadership is required, with proven experience managing support operations for SAP SuccessFactors, encompassing implementation, configuration, deployment, and production support.

Demonstrate hands-on experience supporting and integrating key HR platforms such as Greenhouse, Beeline, and SmartRecruiters.

Possess a strong understanding of HR data models and the employee lifecycle (joiner, mover, leaver), including integration patterns and effective error handling across payroll, time, identity, and finance systems.

Exhibit a proven ability to drive ITIL processes (incident, problem, change), manage SLAs and KPIs, and implement continuous improvement initiatives within a global support framework.

Excellent communication, stakeholder management, and vendor coordination skills are essential, alongside the capability to lead cross-functional triage sessions and Change Advisory Boards (CABs).