Lead Technical SAAS Support

Dover India Pvt.,Ltd.; Bengaluru; On-site; INR 1,900,000 - 2,600,000; Full time

Job summary

Dover Corporation is seeking a Lead Technical SAAS Support professional in Bangalore with 10–15 years of experience in enterprise app support. You will lead L1/L2 operations, mentor engineers, and own escalation management for eCommerce platforms, CPQ systems, and AEM.

This role emphasizes ITIL practices, customer-centric service, and continuous improvement. Responsibilities include incident leadership, release support, and ensuring SLA adherence while coordinating global teams.

Qualifications

• 10–15 years of enterprise application support with leadership exposure.
• Experience with eCommerce platforms, CPQ systems or AEM.
• Strong ITIL service management knowledge and incident leadership.
• Experience with ticketing tools such as ServiceNow, Jira, Zendesk, or similar.
• Proven ability to lead cross‑functional teams in a global delivery environment.

Responsibilities

• Lead daily L1/L2 support operations, ensuring SLA adherence and KPI achievement.
• Act as escalation point for complex incidents; coordinate shift coverage in a 24x5 model.
• Mentor and coach engineers to improve troubleshooting, communication, and customer handling.
• Conduct ticket reviews, quality audits, and cross-training to reduce knowledge silos.
• Provide L1/L2 support for Intershop, eCommerce platforms, CPQ systems and AEM.
• Drive ITIL Incident, Problem, Change and Knowledge Management; lead major incident reviews.
• Serve as primary interface between support teams and business stakeholders; provide status updates.
• Analyze ticket trends to identify automation and self-service opportunities; improve FCR/MTTR.
• Support release cycles, UAT coordination, and system optimizations.
• Configure monitoring tools, support high availability and DR readiness.
• Troubleshoot using SQL queries and logs; analyze application logs, integrations and middleware.

Skills

Leadership

L1/L2 support

ITIL

SaaS support

Customer service

Escalation management

ServiceNow

Jira

Zendesk

24x5 operations

Education

B.E. degree

Tools

ServiceNow

Jira

Zendesk

SQL

NoSQL

AEM

Job description

Designation: Lead Technical SAAS Support Experience: 10-15 Years Education: B.E Location: Bangalore

Roles & Responsibilities

Support Operations

• a. Lead daily L1/L2 support operations, ensuring adherence to SLAs and support KPIs.
• b. Act as the escalation point for complex incidents and critical business impacting issues. Coordinate shift coverage and workload distribution across support teams. Ensure consistent service delivery in a 24x5 / follow-the-sun support model.

Team Level Activities

• a. Mentor and coach support engineers to improve troubleshooting depth, communication, and customer handling.
• b. Conduct ticket reviews, quality audits, and cross-training to reduce knowledge silos. Foster a culture of accountability, collaboration, and customer‑centric service.

Application Support & Technical Troubleshooting

• a. Provide L1/L2 support for:
• b. Intershop & other eCommerce platforms
• c. CPQ solutions (Salesforce CPQ, Oracle CPQ, Apttus, etc.) Adobe Experience Manager (AEM) and digital experience platforms
• e. Perform issue triage, root cause analysis, replication, and resolution. Escalate effectively to L3 teams with detailed diagnostics.

ITIL Service Management Execution

• a. Drive Incident, Problem, Change, and Knowledge Management practices.
• b. Lead major incident coordination and post-incident reviews.
• c. Identify recurring issues and implement permanent corrective actions. Maintain runbooks, SOPs, and knowledge base documentation.

Stakeholder & Customer Engagement

• a. Serve as the primary interface between support teams and business stakeholders. Provide status updates, impact assessments, and resolution timelines. Translate technical issues into business‑friendly communication. Build trust with product owners, digital teams, and regional stakeholders.

Continuous Improvement & Service Optimization

• a. Analyze ticket trends to identify automation and self‑service opportunities. Improve First Contact Resolution (FCR) and reduce Mean Time to Resolution (MTTR). Enhance monitoring, alerting, and proactive issue detection. Drive process improvements to increase stability and reduce repeat incidents.

Release & Environment Support

• a. Support release cycles, deployment validation, and UAT coordination.
• b. Assist with minor configurations, content changes, and system optimizations.
• c. Ensure system readiness during peak load events and digital campaigns.

8. Reliability, Monitoring & Platform Stability,

• Configure and maintain monitoring tools for proactive issue detection.
• Support high availability, uptime SLAs, and performance stability.
• Participate in disaster recovery and business continuity readiness.
• Investigate failures and implement preventative measures.

Data & Technical Diagnostics

• Troubleshoot using SQL queries and logs for relational databases.
• Assist with NoSQL diagnostics where applicable.
• Analyze application logs, integrations, APIs, and middleware failures.

Must have skills:

• 8–14 years of experience in enterprise application support (L1/L2/L3), with leadership exposure.
• Hands‑on experience supporting eCommerce platforms, CPQ systems, or AEM.
• Hands‑on experience supporting eCommerce platforms, CPQ systems, or AEM.
• Proven experience leading support teams in global delivery environment.
• Strong ITIL service management knowledge and incident leadership experience.
• Experience with ticketing tools such as ServiceNow, Jira, Zendesk, or similar.
• Strong troubleshooting skills across web applications, integrations, and SaaS platforms.
• Experience supporting 24x5 operations and critical business systems.

Leadership & Behavioral Competencies

Customer first mindset with strong service ownership. Ability to lead under pressure during major incidents Excellent stakeholder communication and expectation management. Strong decision‑making and prioritization skills. Process‑driven with a continuous improvement mindset. Positive leadership presence builds trust and accountability

All qualified applicants will receive consideration for employment without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other factors prohibited by law.