Lead Technical SAAS Support

About Dover: 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 sEducation: B. ELocation: Bangalor e Roles & Responsibilitie 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 ms.Ensure consistent service delivery in a 24x5 / follow-the-sun support mod 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 lity