Description

Lead the global SAP SuccessFactors support team, owning incident resolution, team governance, and platform stability.

This role is on-site.

Responsibilities

• Lead and manage a global team of 5-6 support specialists, handling goal setting, performance reviews, and workload planning.
• Oversee incident, request, and change management activities while ensuring strict SLA compliance and service quality.
• Maintain governance standards including configuration consistency, naming conventions, documentation, and knowledge base management.
• Own functional configuration activities and participate in architecture and integration discussions with ERP, payroll, middleware, and security teams.
• Perform root-cause analysis and drive resolution for critical support incidents and escalations during international rollouts.

Required Skills

• 8+ years of experience in IT support and enterprise application support.
• Minimum 3 years of experience leading support teams.
• Strong hands-on experience in SAP SuccessFactors support, specifically Employee Central.
• Proficiency with ITSM tools such as ServiceNow or Jira.
• Experience in HR/Payroll integrations and supporting HR lifecycle processes.
• Strong understanding of operational governance, SLA management, backlog control, and ITSM practices.
• Any Post Graduation degree.

Preferred Skills

• HR domain knowledge and stakeholder management skills for enterprise HR platform support.
• Experience driving continuous improvement initiatives and supporting roadmap execution.

Key Skills

Education

Any Graduate