Enterprise Apps People Technology Lead
Location: Hyderabad (Global Capability Center) — hybrid with periodic evening overlap to support US stakeholders; occasional travel as required.
About the Role
We’re establishing a People Technology Support Operations capability in our newly created GCC to deliver reliable, secure, and scalable HR technology services. This leader will own the operational excellence of SAP SuccessFactors and adjacent HR platforms, building a high-performing team that provides L2/L3 support, release/change management, and continuous improvement across our employee lifecycle solutions. You’ll partner closely with People Operations, Talent Acquisition, IAM/Security, and Enterprise Systems to uphold SLAs, reduce friction in joiner/mover/leaver processes, and ensure audit-ready operations.
Key Responsibilities
Leadership & Team Building
- Build, mentor, and lead a GCC-based support operations team; establish coverage model, runbooks, and a follow-the-sun support cadence aligned to global stakeholders.
- Define and track operational SLAs/KPIs (incident MTTR, change success rate, release quality, data accuracy) and drive continual service improvement.
- Foster a culture of ownership, documentation discipline, and proactive risk management.
Platform Operations (SAP SuccessFactors)
- Serve as the operational owner for SAP SuccessFactors, overseeing implementation, configuration, deployment, and steady-state support for relevant modules.
- Manage environment strategy (prod/non-prod), transport governance, regression testing, release calendaring, and change approvals (CAB).
- Partner with HR and Payroll to assess requirements, translate to configurations, and maintain technical/functional documentation.
HR Tech Ecosystem & Integrations
- Oversee support operations that span Greenhouse (ATS), Beeline (VMS), and SmartRecruiters (ATS), coordinating with vendors and internal stakeholders for fixes, releases, and data quality.
- Maintain robust integrations across our stack (e.g., Dayforce Payroll, Workforce Software, SailPoint, Active Directory/Entra, SAP S/4HANA, Concur, and Data Engineering), ensuring reliable data flows and access provisioning aligned to JML policies.
- Partner with IAM/Security on SSO, role modeling, SoD controls, audit logs, and remediation playbooks.
Service Management, Risk & Compliance
- Own incident, problem, and change processes (ITIL), including major incident response and root-cause analysis for respective platforms.
- Ensure audit readiness (privacy, access governance, evidence repositories) and support internal/external audits with traceable configuration and test artifacts.
- Drive knowledge management: FAQs, SOPs, self-service guides, and knowledge base articles for People Operations and HR support.
- Responsible for overall delivery of Enterprise Applications portfolio comprising of Success Factors , HR Platforms and Atlassian tools.
Qualifications
Required
- 7+ years in HR technology and team leadership, with demonstrated experience running support operations for SAP SuccessFactors (implementation, configuration, deployment, and production support).
- Hands-on experience supporting and integrating HR platforms such as Greenhouse, Beeline, and SmartRecruiters.
- Strong understanding of HR data models and employee lifecycle (joiner/mover/leaver), including integration patterns and error handling across payroll, time, identity, and finance systems.
- Proven track record driving ITIL processes (incident, problem, change), SLAs/KPIs, and continuous improvement in a global support model.
- Excellent communication, stakeholder management, and vendor coordination skills; ability to lead cross-functional triage and CABs.
Preferred
- Experience establishing operations in a GCC environment (team setup, documentation standards, knowledge transfer, and governance playbooks).
- Exposure to security & compliance frameworks (SoD, access certification), audit support, and evidence management in HRIS landscapes.
- Familiarity with enterprise integration tooling and delivery methods referenced in our stack (e.g., Workato, Cloud Foundry/SFTP).
Core Competencies
- Operational Excellence: Data accuracy, reliability, and disciplined change control.
- Systems Thinking: End-to-end process view spanning HR, IAM, Payroll, Finance.
- People Leadership: Coaching, performance management, and building high-trust teams.
- Customer Orientation: Empathy for HR partners and employees; bias toward frictionless experiences.
- Problem Solving: Root-cause analysis, preventative controls, and measurable improvements.