IT Operations Manager
- Encora
- 8 - 12 years
- Bengaluru
- 11 hours ago
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Job Description
Position: Global IT Operations Manager
Experience: 8-10 years
Job Location: Bangalore
Position Type: Full time
Qualification: Any graduate
Work Mode: Hybrid
Technical Skills:
SAP HCM, SAP SuccessFactors, SAP Release & Change Management, Major Incident & Problem Management (MIM/RCA), ITIL processes, Stakeholder & Vendor Management, Tools & Process Management, SAP T&E, SAP HR modules
About the Role
We are seeking an experienced Global IT Operations Manager to lead endtoend 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 crossfunctional 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 highseverity incident resolution, ensuring quick service restoration.
- Conduct Root Cause Analysis (RCA) and PostIncident 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 countries for SAP T&E, SAP HR modules, and other HR systems.
- Oversee data migration activities and crossfunctional integrations.
Required Skills & Competencies
- Strong knowledge of SAP HCM, SAP SuccessFactors EC
- Expertise in ITIL processes, especially Incident, Problem, Change & Release Management.
- Hands-on experience with ServiceNow or similar Ticketing tools.
- Ability to handle Major Incidents, escalations, governance, and process documentation.
- Excellent communication, stakeholder engagement, and team leadership skills.
- Strong analytical and decisionmaking capabilities.
Education
- MBA / Executive MBA (HR / IT / General Management) or
- Bachelors degree in engineering.
Certifications (Preferred)
- ITIL V4 Foundation
- Lean Six Sigma Green Belt
- Certified Scrum Master (CSM)
- SAP HR / SuccessFactors Certification
- Project Management / Product Management Certifications
Work Experience
- 510 years of overall IT Operations experience
- Minimum 8+ years in SAP/NonSAP AMS environment
- Experience leading global teams and managing large-scale HR ERP system.
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Project & Program ManagementRole Category: Other Program / Project ManagementRole: Other Program / Project Management - OtherEmployement Type: Full timeContact Details:
Company: EncoraLocation(s): Bengaluru
Keyskills: incident/problem/change management SAP HCM SAP release management Upgrade Management service delivery Sap Success Factor
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