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Manager SAP SuccessFactors Employee Central (EC) | AMS Support

Company:xxxxBig4

Location: Mumbai

Level: Manager

Notice:Immediate , Serving , Max 30 days

Job Summary

Our company is seeking an experienced SAP SuccessFactors Employee Central (EC) Manager with strong expertise in Application Management Services (AMS), production support, incident management, and client stakeholder management.

The role will be responsible for leading and managing SAP SuccessFactors EC support engagements, ensuring timely resolution of incidents and service requests, driving continuous improvements, and supporting system enhancements and releases. The ideal candidate should have strong functional knowledge of SuccessFactors EC, experience managing support teams, and the ability to work closely with business and technical stakeholders.

Key Responsibilities

- Lead and manage SAP SuccessFactors Employee Central AMS support engagements.
- Manage the complete support lifecycle, including incident, service request, problem, change, and release management.
- Ensure adherence to defined SLAs, KPIs, support processes, and service-quality standards.
- Provide functional expertise in SAP SuccessFactors EC and resolve complex production issues.
- Analyse business requirements and recommend appropriate system configurations and solutions.
- Manage and prioritize support tickets based on business impact, severity, and urgency.
- Conduct root-cause analysis for recurring issues and implement preventive and corrective actions.
- Coordinate with SAP, technical teams, integration teams, and other functional workstreams for issue resolution.
- Support EC configuration, enhancements, change requests, and release activities.
- Review and validate functional specifications, configuration changes, test scenarios, and deliverables.
- Lead requirement discussions and provide functional guidance to business stakeholders.
- Monitor system performance,



support trends, recurring issues, and service-delivery metrics.
- Prepare and present regular SLA, KPI, ticket-aging, incident, and service-performance reports to clients and leadership.
- Identify opportunities for process optimization, automation, and continuous service improvement.
- Manage client relationships, stakeholder expectations, escalations, and governance meetings.
- Lead, mentor, and guide team members while ensuring quality and timely delivery.
- Support knowledge management through preparation and maintenance of SOPs, knowledge articles, process documentation, and support runbooks.
- Ensure compliance with organizational policies, security requirements, and data-governance standards.

Mandatory Skills
- Strong hands-on experience in SAP SuccessFactors Employee Central (EC).
- Experience managing or supporting SAP SuccessFactors AMS / production support engagements.

- Strong knowledge of

- Employee Central Core configuration

- Foundation Objects
- Employee Data and Job Information

- Position Management

- Organizational Structures

- Business Rules

- Workflows

- Event Reasons

- Data Models
- Role-Based Permissions (RBP)

- Import and export activities
- Experience in incident management, service-request management, problem management, and change management.
- Solid understanding of ITIL-based support processes and SLA management.
- Experience handling production issues, ticket prioritization, escalations, and root-cause analysis.
- Experience working with business stakeholders and managing client expectations.




- Strong understanding of SuccessFactors quarterly releases and release-impact assessment.
- Experience coordinating with integration and technical teams for cross-module issues.
- Strong documentation, analytical, problem-solving, and communication skills.

Preferred Skills
- Experience in additional SuccessFactors modules such as Employee Central Payroll, Recruiting, Onboarding, Performance & Goals, Compensation, Learning, or Succession.
- Experience with SAP SuccessFactors integrations, including Integration Center, SAP CPI, or APIs.
- Knowledge of SAP HCM / S/4HANA HCM integration.
- Experience with ServiceNow, Jira, or other ITSM/ticketing tools.
- Knowledge of Agile and ITIL methodologies.
- Experience in managing offshore or distributed support teams.
- Experience working in consulting organizations or large global AMS engagements.

Experience and Qualifications
- 8–12 years of overall SAP SuccessFactors experience.
- Minimum 5–7 years of hands-on experience in SAP SuccessFactors Employee Central.
- Experience in leading or managing SAP SuccessFactors AMS/support engagements.
- Experience managing client stakeholders and support-delivery teams.
- At least one end-to-end SAP SuccessFactors EC implementation experience is preferred.
- SAP SuccessFactors Employee Central certification is preferred.
- Bachelor’s or master’s degree in Engineering, Technology, Human Resources, Management, or a related discipline.

Soft Skills
- Strong leadership and people-management capabilities.
- Excellent client-facing and stakeholder-management skills.
- Strong verbal and written communication skills.
- Ability to manage multiple priorities and critical production issues.
- Strong analytical and problem-solving abilities.
- Ability to work effectively in a fast-paced, global delivery environment.
- Proactive approach toward risk identification, escalation management, and continuous improvement.

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