Lead Technical SAAS Support

Dover India; Bengaluru; On-site; INR 1,800,000 - 3,600,000; Full time

Job summary

Dover India is seeking a Lead Technical SaaS Support professional in Bengaluru to spearhead L1/L2/L3 operations, ensure SLA compliance, and mentor the support team across global delivery. The role requires strong ITIL governance, incident leadership, and customer-centric service delivery.

You will coordinate cross‑functional activities, drive continuous improvement, and manage CPQ systems including Salesforce/Oracle CpQ and AEM integrations, while maintaining runbooks and knowledge bases.

Qualifications

• 8–14 years of enterprise application support experience (L1/L2/L3) with leadership exposure.
• Experience leading support teams in a global delivery environment.
• Strong ITIL service management knowledge and incident leadership experience.

Responsibilities

• Lead daily L1/L2 support operations, ensuring SLA/KPI adherence and escalation handling.
• Coordinate shift coverage and workload distribution across the support team.
• Mentor and coach engineers to improve troubleshooting depth and customer handling.
• Perform ticket reviews, quality audits, and cross-training to reduce knowledge silos.
• Serve as primary interface between support teams and business stakeholders with status updates.
• Drive incident, problem, change, and knowledge management practices; lead major incident reviews.
• Maintain runbooks, SOPs, and knowledge base documentation.
• Assist with release cycles, deployment validation, and UAT coordination.
• Manage monitoring, platform stability, and disaster recovery readiness.

Skills

Leadership

ITIL

Troubleshooting

Stakeholder Communication

Web Applications

SaaS Platforms

Incident Management

Team Mentoring

Education

Bachelors degree

Tools

ServiceNow

Jira

Zendesk

Salesforce CPQ

Oracle CPQ

AEM

Job description

Dover is a diversified global manufacturer with annual revenue of over $7 billion. We deliver innovative equipment and components, specialty systems, consumable supplies, software and digital solutions, and support services through five operating segments: Engineered Products, Fueling Solutions, Imaging & Identification, Pumps & Process Solutions and Refrigeration & Food Equipment. Dover combines global scale with operational agility to lead the markets we serve. Recognized for our entrepreneurial approach for over 60 years, our team of approximately 24,000 employees takes an ownership mindset, collaborating with customers to redefine what's possible.

Designation: Lead Technical SAAS Suppor

tExperienc e: 8-14 Year

Education: B.

• s:
  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 issu
• es.Coordinate shift coverage and workload distribution across support tea
• el.Team Level Activities a. Mentor and coach support engineers to improve troubleshoot
• ingdepth, communication, and customer handling. b. Conduct ticket reviews, quality audits,
• andcross-training to reduce knowledge sil
• os.Foster a culture of accountability, collaboration, and customer-centric servi
• ce.Application Support & Technical Troubleshooting a. Provide L1/L2 support for: b. Inters
• hop& other eCommerce platforms c. CPQ solutions (Salesforce CPQ, Oracle CPQ, Apttus, et
• c.)Adobe Experience Manager (AEM) and digital experience platforms e. Perform is
• suetriage, root cause analysis, replication, and resolution. Escalate effectively to L3 teams with detailed diagnosti
• cs.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 actio
• ns.Maintain runbooks, SOPs, and knowledge base documentati
• on.Stakeholder & Customer Engagement a. Serve as the primary interface between supp
• ortteams and business stakeholders. Provide status updates, impact assessments,
• andresolution timelines. Translate technical issues into business-friendly communicati
• on.Build trust with product owners, digital teams, and regional stakeholde
• rs.Continuous Improvement & Service Optimization a. Analyze ticket trends to identify automation and self-service opportuniti
• es.Improve First Contact Resolution (FCR) and reduce Mean Time to Resolution (MTTR). Enhance monitoring, alerting, and proactive issue detecti
• on.Drive process improvements to increase stability and reduce repeat inciden
• ts.Release & Environment Support a. Support release cycles, deployment validation,
• andUAT coordination. b. Assist with minor configurations, content changes, and sys
• temoptimizations. c. Ensure system readiness during peak load events and digital campaigns.
• 8.Reliability, Monitoring & Platform Stability, Configure and maintain monitoring tools
• forproactive issue detection. Support high availability, uptime SLAs, and performa
• ncestability. Participate in disaster recovery and business continuity readiness. Investig
• atefailures and implement preventative measur
• es.Data & Technical Diagnostics Troubleshoot using SQL queries and logs for relatio
• naldatabases. Assist with NoSQL diagnostics where applicable. Analyze application logs, integrations, APIs, and middleware failur

es.
Must have ski

• lls:8–14 years of experience in enterprise application support (L1/L2/L3), with leadership expos
• ure.Hands-on experience supporting eCommerce platforms, CPQ systems, or
• AEM.Hands-on experience supporting eCommerce platforms,
• CPQsystems, or
• AEM.Proven experience leading support teams in global delivery environ
• mentStrong ITIL service management knowledge and incident leadership experience. Experience with ticketing tools such as ServiceNow, Jira, Zendesk, or simi
• lar.Strong troubleshooting skills across web applications, integrations, and SaaS platfo
• rms.Experience supporting 24x5 operations and critical business syst
• ems.Leadership & Behavioral Competen
• ciesCustomer first mindset with strong service owners
• hip.Ability to lead under pressure during major incid
• entsExcellent stakeholder communication and expectation managem
• ent.Strong decision-making and prioritization ski
• lls.Process-driven with a continuous improvement mind
• set.Positive leadership presence builds trust and accountabi