Job Description ? Global IT Operations Manager (SAP)
Position Title: Global IT Operations Manager ? SAP HCM Systems
Location: Bangalore, India
Experience: 5?10 Years
Department: BD/PTD-H2R
Employment Type: Full-time
---
About the Role
We are seeking an experienced Global IT Operations Manager to lead end-to-end operations of SAP HCM, SAP SuccessFactors. The ideal candidate will have deep expertise in SAP release management, Upgrade Management, incident/problem/change management, service delivery, and global AMS operations. This role involves managing large-scale HR ERP environments, driving operational excellence, and collaborating with cross-functional business and IT stakeholders across regions.
---
Key Responsibilities
IT Operations& Service Delivery
? Manage daily IT operations for SAP HCM, SAP SuccessFactors applications.
? Ensure 24/7 service continuity, SLA adherence, and efficient ticket lifecycle management.
? Lead a global support team, overseeing incident, problem, change, and release management processes.
? Drive continuous reduction of ticket backlog and stabilization of system operations.
SAP Release& Change Management
? Plan, coordinate, and implement SAP HR release/upgrade cycles (testing, deployment, validation).
? Establish strong release governance frameworks ensuring minimal production impact.
? Collaborate with solution managers, development teams, and functional leads for release readiness.
Major Incident& Problem Management (MIM/RCA)
? Lead high-severity incident resolution, ensuring quick service restoration.
? Conduct Root Cause Analysis (RCA) and Post-Incident Reviews (PIR) to prevent recurrence.
? Optimize escalation matrix and MIM workflows to reduce downtimes.
Stakeholder& Vendor Management
? Act as the bridge between business stakeholders, IT teams, and external vendors.
? Coordinate with global customers, developers, and process owners for requirement alignment.
? Manage vendor performance related to SAP upgrades, incidents, and enhancement delivery.
Tools& Process Management
? Work extensively with ServiceNow, BMC Remedy, Confluence, Jira, and SAP HR toolsets.
? Develop KPI dashboards and service performance reports using Power BI& MS Office Suite.
? Support governance initiatives, documentation, process optimization, and compliance.
Additional Responsibilities
? Conduct training workshops, enablement sessions, and functional walkthroughs.
? Lead AMS activities across multiple countrie
