HR Tech and Workday Operations Manager

Palo Alto Networks; Bengaluru; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

A technology company is seeking a Manager for its Tech Ops Capability Center in Bengaluru, India. The role involves building and leading a shared services team, enhancing HR operations through automation and process optimization, and managing reporting functions with a focus on customer satisfaction. A background in Technology Operations or related fields is essential, along with proven leadership experience. The position offers an opportunity to shape a new team culture dedicated to excellence and support.

Qualifications

• 8+ years in Technology Operations or Shared Services; Master's with 6 years or PhD with 3 years experience.
• 3+ years of direct people management experience.
• Hands-on knowledge of SQL and experience with cloud data platforms.

Responsibilities

• Build and scale a high-performing team of Tier 1 Analysts.
• Oversee daily operations ensuring adherence to SLAs.
• Manage HR reporting services and deliver critical business insights.

Skills

Leadership

Operational Excellence

Process Optimization

Team Development

HR Reporting

Education

Bachelor's degree

Master's degree

PhD

Tools

SQL

ServiceNow

Workday

Google Cloud Platform

Job description

At Palo Alto Networks®, we’re united by a shared mission—to protect our digital way of life. We thrive at the intersection of innovation and impact, solving real-world problems with cutting‑edge technology and bold thinking. Here, everyone has a voice, and every idea counts. If you’re ready to do the most meaningful work of your career alongside people who are just as passionate as you are, you’re in the right place.

Job Summary

As the Manager of the Tech Ops Capability Center, you will build, lead, and scale our new shared services team. This role requires a leader who excels in a matrixed environment, reporting directly to the Director of the Capability Center and collaborating closely with your dotted‑line managers for HR Applications internationally. You will manage day‑to‑day operations, champion automation, process optimization, and the delivery of robust reporting services to enhance our global HR technology ecosystem.

Key Responsibilities

• Build, scale, and develop a high‑performing team of Tier 1 Analysts, establishing a strong foundation of technical, operational, and reporting knowledge.
• Drive operational excellence by overseeing daily operations, ensuring adherence to global Service Level Agreements (SLAs), and maintaining high customer satisfaction.
• Lead HR reporting services by managing a high volume of requests and delivering ad‑hoc and scheduled reports from various HR systems to provide critical business insights.
• Proactively identify inefficiencies and lead initiatives to automate manual tasks and optimize workflows in partnership with the HR AI and Process Optimization team.
• Manage the end‑to‑end service request intake process through ServiceNow, overseeing incident and reporting queues to ensure timely resolution.
• Ensure the team provides expert support for key HR systems including Workday, Google Cloud Platform (GCP), ServiceNow, and Docebo.
• Act as the primary liaison between the India Capability Center and global HR Application teams, ensuring seamless alignment, collaboration, and knowledge transfer.
• Define, track, and report on key operational metrics (KPIs) and system health, providing stakeholders with clear performance insights.

Required Qualifications

• Bachelor’s degree with 8 years of experience, or Master’s degree with 6 years of experience, or PhD with 3 years of experience in Technology Operations, Shared Services, or a related field.
• A minimum of 3 years of direct people management or team leadership experience.
• Proven success in establishing or managing a shared services or capability center that supports applications and reporting.
• Experience managing a reporting function, with hands‑on knowledge of SQL and familiarity with cloud data platforms (e.g., Google Cloud Platform).
• Expert‑level knowledge of an enterprise ITSM platform, with direct, in‑depth experience in ServiceNow being highly preferred.
• Demonstrated working knowledge of major HR platforms (e.g., Workday, Docebo, or equivalent HRIS/LMS systems).

Preferred Qualifications

• Experience in the Cybersecurity or other highly regulated industries.
• ITIL Foundation Certification or equivalent process certification.
• Workday HCM Core, HCM Reporting, or Recruiting Certification.
• Experience with process optimization methodologies (e.g., Lean, Six Sigma).

The Team

Our People Team is at the heart of empowering our employees to do their best work. The new Tech Ops Capability Center in India will be the foundational engine for our global HR Application teams, providing essential Tier 1 operational and reporting support. This team is being built from the ground up to drive efficiency, operational excellence, and seamless service delivery for critical HR systems that support the entire employee lifecycle. As the leader of this new team, you will be instrumental in shaping its culture of process‑driven excellence and continuous improvement.

Our Commitment

We’re problem solvers that take risks and challenge cybersecurity’s status quo. It’s simple: we can’t accomplish our mission without diverse teams innovating, together.

We are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need, please contact us at [e-mail].

Palo Alto Networks is an equal opportunity employer. We celebrate diversity in our workplace, and all qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or other legally protected characteristics.

All your information will be kept confidential according to EEO guidelines.