Enterprise Apps People Technology Lead

₹28,00,000 - ₹40,00,000 a year

We are establishing a People Technology Support Operations capability within a newly created Global Capability Center (GCC) to deliver reliable, secure, and scalable HR technology services. The Enterprise Applications – People Technology Lead will be responsible for driving operational excellence across SAP SuccessFactors and related HR technology platforms, while building and managing a high-performing support operations team.

This role will oversee L2/L3 support, release and change management, and continuous improvement initiatives across employee lifecycle systems. The ideal candidate will work closely with People Operations, Talent Acquisition, IAM/Security, and Enterprise Systems teams to ensure service reliability, maintain SLA commitments, streamline joiner–mover–leaver processes, and ensure audit-ready operations.

Requirements

Build, mentor, and lead a GCC-based People Technology support team.Establish a robust support coverage model, including documentation, runbooks, and a follow-the-sun operational cadence aligned with global stakeholders.Define and monitor operational SLAs and KPIs such as incident MTTR, change success rates, release quality, and data accuracy.Drive continuous service improvements and foster a culture of accountability, documentation discipline, and proactive risk management.

Act as the operational owner for SAP SuccessFactors, overseeing implementation, configuration, deployment, and ongoing platform support.Manage environment strategies across production and non-production systems, including transport governance, regression testing, release planning, and change approvals through CAB processes.Collaborate with HR and Payroll teams to gather requirements, translate them into configurations, and maintain accurate technical and functional documentation.

Oversee operational support for HR technology platforms including Greenhouse, Beeline, and SmartRecruiters, coordinating with vendors and internal teams to address issues, releases, and data quality improvements.Manage integrations across enterprise systems such as payroll, workforce management, identity management, finance, and data platforms to ensure consistent and reliable data flows.Partner with IAM and Security teams to manage SSO integrations, role-based access models, segregation-of-duty controls, audit logging, and remediation processes.Ensure access provisioning aligns with Joiner-Mover-Leaver (JML) lifecycle policies.

Own and manage ITIL-based service management processes, including incident, problem, and change management for enterprise HR platforms.Lead major incident response, root cause analysis, and resolution activities.Ensure systems remain audit-ready, including maintaining access governance, privacy controls, and documented evidence repositories for internal and external audits.Drive knowledge management initiatives including FAQs, SOPs, knowledge base articles, and self-service documentation for HR teams and end users.Oversee operational delivery across the Enterprise Applications portfolio, including SuccessFactors, HR technology platforms, and Atlassian tools.

7+ years of experience in HR technology with demonstrated leadership experience managing support operations for SAP SuccessFactors, including 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 processes (Joiner/Mover/Leaver) and related integrations with payroll, time management, identity systems, and finance platforms.Proven expertise in ITIL processes, including incident, problem, and change management within a global support environment.Strong communication, stakeholder management, and vendor coordination skills, with the ability to lead cross-functional operational reviews and change advisory boards.

Experience building or scaling support operations within a Global Capability Center (GCC) environment, including governance models, knowledge transfer, and documentation standards.Exposure to security and compliance frameworks, including segregation-of-duty (SoD) controls, access certification, and audit evidence management in HRIS systems.Familiarity with enterprise integration tools and modern delivery frameworks used across HR technology ecosystems.

Commitment to data accuracy, system reliability, and disciplined change management.

Ability to manage end-to-end processes across HR, IAM, Payroll, and Finance ecosystems.

Strong experience coaching teams, managing performance, and building collaborative environments.

Focus on delivering seamless and efficient experiences for HR stakeholders and employees.

Ability to conduct root cause analysis, implement preventative controls, and drive measurable operational improvements.

SAP SuccessFactors

HCM Systems

Employee Central

HR Technology Operations

Enterprise Applications Management