AMS Technical Team Leader - India based

AKT Global is one of the leading People Experience Digital Solution consultancies. We partner with our customers across EMEA and North America to create exceptional employee experience and build future-ready HR functions. Our People Advisory practice provides strategic guidance on HR transformation, while our Digital HR Practice provides implementation, development and support for a comprehensive SAP-centric portfolio including SuccessFactors, Qualtrics, Fieldglass and Concur.

AKT is looking for an experienced AMS Technical Team Leader to lead our newly dedicated SuccessFactors Support Team. This role is designed for a leader who wants to stay hands-on with the technology while building a world-class support organization at AKT. A professional who is technically strong in SAP SuccessFactors Employee Central and Platform and is passionate about managing people and operational excellence.

This is a full-time and customer-facing role and is available for hybrid mode in our offices in Kolkata, India.

Key Responsibilities:

• Technical Leadership: Acting as the primary technical lead for Employee Central (EC) and Platform modules, while maintaining a strong understanding of the broader SuccessFactors suite (Time, RCM, ONB)
• Team Mentorship: Holding daily one-on-one meetings with team members to review open tickets, consult on complex technical challenges, and suggest solutions
• Operational Oversight: Ensuring the team respects all SLAs (Service Level Agreements) and maintaining high standards for ticket quality and resolution times
• Performance Tracking: Establishing and monitoring KPIs to ensure the support team is meeting its goals and delivering value to our clients
• Escalation Management: Serving as the point of contact for technical escalations, working closely with AMS Customer Success Team Leaders to resolve client issues
• Tier Management: Overseeing the support flow monitoring a correct balance between Tier 1 and Tier 2 support
• Growth and expansion with additional clients being added to be under the responsibility of the dedicated support team, the team leader should be proactively involved in a smooth and seamless migration of new and strategic clients under the responsibility of the dedicated support team

Job Requirements:

• SuccessFactors Expertise: At least 5 years of hands-on experience, with deep technical knowledge of Employee Central and Platform configuration (both implementation, support and enhancement management)
• Management and inspiring leadership: A proven track record in team management, strong leadership with the ability to coach, motivate and develop already experienced technical consultants
• Support Mindset: Experience in an AMS or Support environment (this is not a help-desk role; it requires high-level troubleshooting, enhancements and system knowledge)
• Communication Skills: The ability to explain technical issues simply to clients and provide clear, actionable feedback to the team, as well as manage escalations effectively
• Commitment to Quality: A disciplined approach to following processes, documenting fixes, and meeting deadlines
• Ability to work in EMEA timezone 

Personal Skills:

• Strong ownership mentality and accountability for assigned deliverables
• Structured approach to planning and problem-solving
• Attention to detail and commitment to quality 
• Team player with strong commitment to accomplish tasks and goals
• Ambitious, driven, self-motivated, flexible and able to meet tight deadlines
• Organized and autonomous, being able to multitask and prioritize tasks
• Customer-oriented and flexible

AKT Offers:

• Realistic growth opportunities into either technical practices or business consulting environment
• Stimulating and collaborative working environment
• Internal knowledge transfer, training and coaching by our dynamic team of consultants and experts to enhance your competence
• Flexibility and work-life balance tailored to each personal situation
• International business environment and culture (offices in UK, Germany, France, North America, Israel, India, and Czech Republic)