Designation: Lead Technical SAAS Support

Experience: 8-14 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.
- 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:

- 814 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
- Robust 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

📌 Lead technical SAAS Support (Karnataka)
🏢 Dover
📍 Karnataka