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BOMBAY SWEET SHOP

Hunger Inc. Hospitality

ERPNext Systems Manager

Full-Time | Mumbai

Role	ERPNext Systems Manager
Engagement Type	Full-time
Location	Mumbai (with periodic travel to backend locations)
Reporting To	Director of Operations
User Base	~80-100 users across Sales, Fulfillment, Procurement & Production
Coverage	4–6 backend locations

About the Role

Bombay Sweet Shop is looking for an experienced ERPNext professional to serve as the internal owner of our ERPNext platform post go-live. This is a hands-on, full-time role sitting at the intersection of operations and technology — you will be the single point of contact for everything ERPNext across our teams.

You will be responsible for keeping the system stable, teams trained, and the platform evolving alongside our operational needs. You will work closely with our implementation partner and the Frappe ecosystem, acting as the primary interface between BSS's internal users and any external developers.

Responsibilities

1. Troubleshooting & Bug Resolution

Own day-to-day support for all teams using ERPNext — Sales, Fulfillment, Procurement, and Production:

• Diagnose and resolve user-reported errors, unexpected system behaviour, and workflow breakdowns
• Identify whether an issue is a configuration problem, user error, or platform bug — and route accordingly
• Liaise with implementation partners or Frappe where issues require developer intervention, and own that communication on BSS's behalf
• Maintain a log of recurring issues to identify patterns and prevent recurrence

2. Training & User Enablement

Ensure all users across the organisation are equipped to use ERPNext correctly:

• Conduct role-specific training sessions at go-live, and refresher sessions when process gaps or incorrect usage patterns are identified
• Onboard new users to ERPNext as part of their induction — covering relevant modules for their role
• Run refresher sessions post any system update, configuration change, or process redesign
• Design and deliver sessions in coordination with BSS's internal Process Champion

3. Custom Reports & Periodic Audits

Support non-BAU reporting needs and maintain data quality across the system:

• Build custom reports for month-end reviews, management audits, or one-off analytical needs
• Conduct periodic data quality audits — checking whether teams are logging transactions correctly, records are being closed, and system data reflects operational reality
• Flag discrepancies between system data and ground-level operations, with recommendations for correction

4. Feature Requests & System Change Management

Act as the bridge between BSS's operational needs and the technical execution of system changes:

• Receive and assess feature requests — distinguishing between configuration changes that can be done directly vs. custom development requiring an external partner
• Write technical briefs for development partners where custom work is needed, and review their output before it goes live
• Manage the lifecycle of approved change requests — scoping, testing, and sign-off — so execution does not fall on BSS's internal team
• Manage two structured communication channels (Daily Support and Development groups) to keep issue tracking and change requests organised

5. Peak Period Preparedness

Own system and team readiness for high-volume periods such as Diwali:

• Conduct pre-peak system checks — verifying all masters are updated (items, BOMs, pricing, warehouses)
• Assess user readiness 4–6 weeks prior to peak and identify teams or individuals needing refreshers
• Be available on-site during the first critical days of peak if warranted by readiness assessment
• Conduct post-peak reviews — documenting what broke, what held, and what to improve for the next cycle

Presence & Availability

Mode	Expectation
BAU	Office-based; for remote queries, response SLA within 2-3 hours of a support request being raised
Go-Live Period	Physical presence required at Central Kitchen and key backend locations for stabilisation and initial troubleshooting
Peak Periods	Physical presence at 1–2 locations based on readiness assessment 4–6 weeks prior to peak; may shift to remote if system and teams are stable
Site Visits	As required for training, audits, or complex troubleshooting — not capped, subject to reasonableness

What This Role Does Not Cover

The following remain outside this role's scope unless separately agreed:

• Original implementation build — this remains with the external implementation partner through go-live
• BAU operational reporting — standard dashboards and day-to-day reports are the responsibility of BSS's internal Process Champion
• Direct custom software development — this role will brief and coordinate with external developers, but will not carry out development work
• Infrastructure, hosting, and server management

Who We're Looking For

• Strong hands-on experience with ERPNext / Frappe — configuration, modules, and user management
• Familiarity with the Frappe ecosystem — platform direction, upcoming releases, and partner workflows
• Experience working with non-technical teams and translating operational problems into system solutions
• Comfortable writing clear technical briefs for developers and reviewing their output
• Strong communication skills — you will be the bridge between users, management, and external developers
• Self-starter who can manage priorities independently across multiple teams and locations
• Prior experience in F&B, retail, or manufacturing operations is a plus

Bombay Sweet Shop | ERPNext Systems Manager | Confidential