HR Systems Support Manager

Job Title

HR Systems Support Manager

Location(s)

Mumbai

Revvity is a developer and provider of end-to-end solutions designed to help scientists, researchers, and clinicians solve the world’s greatest health challenges. We pair the enthusiasm of an industry disruptor with the experience of a longtime leader. Our team of 11,000+ colleagues from around the globe are vital to our success and the reason we’re able to push boundaries in pursuit of better human health.

Find your future at Revvity

We are seeking an experienced HR Systems (Workday, Payroll, UKG etc) Support Manager to lead our HR systems support operations, ensuring seamless delivery of Level 1 and Level 2 support services for our global HR technology ecosystem. This people management role requires a seasoned professional who combines strong technical troubleshooting expertise with proven leadership capabilities to build and guide a high-performing support team delivering exceptional service to Revvity employees worldwide.

Leadership & People Management

Lead, mentor, and develop a team of HR systems support analysts and specialists providing Level 1 support

Set clear performance objectives, conduct regular performance reviews, and provide coaching to drive team excellence and professional growth

Manage resource allocation, shift scheduling, and workload distribution to ensure 24/7 global support coverage across time zones

HR Systems Support Operations

Oversee end-to-end support operations for HR systems including: Workday HCM — Core HR, Talent, Compensation, Benefits, Time Tracking, Absence Management

Payroll Systems — ADP, Dayforce and other regional payroll platforms

UKG (Ultimate Kronos Group)

Other HR Tools — Benefits administration platforms, learning management systems, employee self-service portals

Manage incident and service request queues, ensuring tickets are prioritized, assigned, and resolved within SLA targets

Establish and monitor key performance indicators (KPIs): first response time, resolution time, ticket backlog, customer satisfaction scores

Implement escalation protocols for complex issues requiring Level 3 support or vendor engagement

Incident & Problem Management

Lead root cause analysis for recurring issues and implement permanent fixes to reduce ticket volume

Coordinate with HR, IT, and vendor teams to resolve critical incidents and minimize business disruption

Manage major incident response, including communication plans, status updates, and post-incident reviews

Maintain incident logs, knowledge base articles, and troubleshooting guides to enable self-service and faster resolution

Track and report on incident trends, system performance, and support metrics to leadership

Service Delivery & Continuous Improvement

Develop and maintain support processes, standard operating procedures (SOPs), and service level agreements (SLAs)

Implement ITIL best practices for incident management, problem management, change management, and knowledge management

Drive continuous improvement initiatives to enhance support efficiency, reduce resolution times, and improve user experience

Conduct regular service reviews with stakeholders to gather feedback and identify improvement opportunities

Leverage automation, chatbots, and self-service tools to deflect routine inquiries and empower users

Stakeholder Management & Communication

Serve as the primary point of contact for support-related inquiries, escalations, and service delivery discussions

Provide regular updates to senior leadership on support performance, system health, and improvement initiatives

Facilitate user training sessions, office hours, and workshops to improve system literacy and reduce support demand

Manage user expectations, communicate system changes, and coordinate planned maintenance windows

Knowledge Management & Documentation

Build and maintain a comprehensive knowledge base with troubleshooting guides, FAQs, and how-to articles

Ensure support documentation is accurate, up-to-date, and accessible to both support team and end users

Develop training materials and job aids to enable self-service and reduce repetitive inquiries

Capture lessons learned from incidents and incorporate them into knowledge articles and training programs

Required Qualifications

8+ years of progressive experience in HR systems support, IT service management, or technical support roles

3+ years of people management experience, leading teams of 3+ support professionals

Proven track record managing global support operations with 24/7 coverage across multiple time zones

Demonstrated experience with ITIL frameworks and service management best practices

Functional Skills — HR Systems Knowledge

Strong working knowledge of Workday HCM modules including Core HR, Talent Management, Compensation, Talent Acquisition, Time Tracking, and Absence Management

Understanding of payroll systems and processes, including ADP Workforce Now, UKG Pro, Dayforce, and regional payroll platforms

Hands-on experience with UKG (Ultimate Kronos Group)

Familiarity with benefits administration platforms, learning management systems (LMS), and employee self-service portals

Understanding of HR business processes: employee lifecycle, payroll processing, time and attendance, benefits enrollment, performance management

Experience with ticketing and service management tools: ServiceNow, Jira Service Management, Zendesk, Freshservice, or similar platforms

ITIL & Service Management

Strong knowledge of ITIL framework and best practices for incident management, problem management, change management, and knowledge management

Experience implementing and managing SLAs, KPIs, and service level objectives (SLOs)

Ability to conduct root cause analysis, implement corrective actions, and drive continuous improvement

Familiarity with major incident management protocols and crisis communication strategies

Preferred Qualifications

Bachelor's degree in Information Technology, Computer Science, Human Resources, Business Administration, or related field

Professional certifications: ITIL Foundation or ITIL Practitioner, Workday Pro Certification (any module), HDI Support Center Manager (HDI-SCM)

Experience in life sciences, diagnostics, pharmaceuticals, or regulated industries

Familiarity with automation tools, chatbots, and AI-powered support solutions

Knowledge of Agile/Scrum methodologies for managing support backlogs and sprints

Key Competencies

Customer Focus — prioritizes user experience and delivers exceptional service with empathy and professionalism

Operational Excellence — drives efficiency, meets SLAs, and continuously improves support processes

People Development — builds team capability, fosters growth, and creates a culture of learning and accountability

Problem-Solving — diagnoses complex issues quickly and implements effective solutions

Collaboration — works effectively across HR, IT, and vendor teams to resolve issues and deliver value

Adaptability — thrives in a dynamic environment and adjusts approach based on changing priorities

Communication — articulates technical concepts clearly and builds trust with stakeholders at all levels

Continuous Improvement — identifies opportunities to enhance service delivery and implements innovative solutions

At Revvity, you'll join a global leader in life sciences and diagnostics, working on transformative projects that impact our business worldwide. We offer competitive compensation, comprehensive benefits, professional development opportunities, and a collaborative culture that values innovation and excellence.