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 Support Experience: 8-14 Years Education: B.

ELocation: 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 troubleshootingdepth, communication, and customer handling. b. Conduct ticket reviews, quality audits, andcross-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 e Commerce platforms c. CPQ solutions (Salesforce CPQ, Oracle CPQ, Apttus, etc.)Adobe Experience Manager (AEM) and digital experience platforms e. Perform issuetriage,



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 supportteams and business stakeholders. Provide status updates, impact assessments, andresolution 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 &

- Workplace Support a. Support release cycles, deployment validation, and UAT coordination. b. Assist with minor configurations, content changes, and systemoptimizations. c.



Ensure system readiness during peak load events and digital campaigns.
- Reliability, Monitoring &
- Platform Stability, Configure and maintain monitoring tools forproactive issue detection. Support high availability, uptime SLAs, and performancestability. Participate in disaster recovery and business continuity readiness. Investigatefailures and implement preventative measures. Data &
- Technical Diagnostics Troubleshoot using SQL queries and logs for relationaldatabases. Assist with No SQL 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 e Commerce platforms, CPQ systems, or AEM. Hands-on experience supporting e Commerce platforms, CPQsystems, 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 Service Now, Jira, Zendesk, or similar. Strong troubleshooting skills across web applications, integrations, and Saa S 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 (Bengaluru)
🏢 Dover India
📍 Bengaluru