{"id":3607859,"url":"https://alion.io/job/dover-corporation-lead-technical-saas-support","title":"Lead Technical SAAS Support","company":{"id":2401586,"name":"Dover Corporation","domain":"dovercorporation.com","url":"https://alion.io/company/dovercorporation","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":100,"open_postings":36,"ghost_share":0,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":17,"computed_at":"2026-11-04T06:34:25Z"}},"role":"Support","role_family":"Support","seniority":"lead","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Bengaluru, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":10,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false},{"name":"Jira","optional":false},{"name":"ServiceNow","optional":false},{"name":"SQL","optional":false}],"status":"live","first_seen_at":"2026-11-02T12:29:31Z","employer_posted_date":"2026-11-02","last_verified_at":"2026-11-04T13:36:07Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"Dover is a diversified global manufacturer with annual revenue of $8 billion. We deliver innovative equipment and components, specialty systems, consumable supplies, software and digital solutions, and support services through five operating segments: Engineered Products, Clean Energy & Fueling, Imaging & Identification, Pumps & Process Solutions and Climate & Sustainable Technologies. Dover combines global scale with operational agility to lead the markets we serve. Recognized for our entrepreneurial approach for over 70 years, our team of approximately 24,000 employees takes an ownership mindset, collaborating with customers to redefine what's possible. Headquartered in Downers Grove, Illinois, Dover trades on the New York Stock Exchange under \"DOV.\" Additional information is available at dovercorporation.com.\nDesignation: Lead Technical SAAS Support\nExperience: 10-15 Years\nEducation: B.E\nLocation: Bangalore\n\nRoles & Responsibilities:\nundefined\nSupport 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.\nCoordinate shift coverage and workload distribution across support teams.\nEnsure consistent service delivery in a 24x5 / follow-the-sun support model.\nTeam Level Activities a. Mentor and coach support engineers to improve troubleshooting\ndepth, communication, and customer handling. b. Conduct ticket reviews, quality audits, and\ncross-training to reduce knowledge silos.\nFoster a culture of accountability, collaboration, and customer-centric service.\nApplication Support & Technical Troubleshooting a. Provide L1/L2 support for: b. Intershop\n& other eCommerce platforms c. CPQ solutions (Salesforce CPQ, Oracle CPQ, Apttus, etc.)\nAdobe Experience Manager (AEM) and digital experience platforms e. Perform issue\ntriage, root cause analysis, replication, and resolution. Escalate effectively to L3 teams with detailed diagnostics.\nITIL 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.\nMaintain runbooks, SOPs, and knowledge base documentation.\nStakeholder & Customer Engagement a. Serve as the primary interface between support\nteams and business stakeholders. Provide status updates, impact assessments, and\nresolution timelines. Translate technical issues into business-friendly communication.\nBuild trust with product owners, digital teams, and regional stakeholders.\nContinuous Improvement & Service Optimization a. Analyze ticket trends to identify automation and self-service opportunities.\nImprove First Contact Resolution (FCR) and reduce Mean Time to Resolution (MTTR). Enhance monitoring, alerting, and proactive issue detection.\nDrive process improvements to increase stability and reduce repeat incidents.\nRelease & Environment Support a. Support release cycles, deployment validation, andUAT coordination. b. Assist with minor configurations, content changes, and system\noptimizations. c. Ensure system readiness during peak load events and digital campaigns. 8.\nReliability, Monitoring & Platform Stability, Configure and maintain monitoring tools for\nproactive issue detection. Support high availability, uptime SLAs, and performance\nstability. Participate in disaster recovery and business continuity readiness. Investigate\nfailures and implement preventative measures.\nData & Technical Diagnostics Troubleshoot using SQL queries and logs for relational\ndatabases. Assist with NoSQL diagnostics where applicable. Analyze application logs, integrations, APIs, and middleware failures.\n\nMust have skills:\n8-14 years of experience in enterprise application support (L1/L2/L3), with leadership exposure.\nHands-on experience supporting eCommerce platforms, CPQ systems, or AEM.\nHands-on experience supporting eCommerce platforms, CPQ systems, or AEM.\nProven experience leading support teams in global delivery environment\nStrong ITIL service management knowledge and incident leadership experience. \nExperience with ticketing tools such as ServiceNow, Jira, Zendesk, or similar.\nStrong troubleshooting skills across web applications, integrations, and SaaS platforms.\nExperience supporting 24x5 operations and critical business systems.\nLeadership & Behavioral Competencies\nCustomer first mindset with strong service ownership.\nAbility to lead under pressure during major incidents\nExcellent stakeholder communication and expectation management.\nStrong decision-making and prioritization skills.\nProcess-driven with a continuous improvement mindset.\nPositive leadership presence builds trust and accountability\n\nAll 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.\nFraudulent Recruiting Disclaimer: Dover Corporation and our affiliated operating companies want to alert applicants to internet job posting fraud, where parties posing as Dover employees, recruiters, or other agents, try to engage with online candidates in an attempt to steal personal and/or financial information. We do not endorse or engage in any recruitment practices that involve payment or personal information outside of our official application and hiring process. Please verify the authenticity of an invitation to apply for a job, or for a job offer by contacting us directly through our Dover and affiliated operating company websites at https://careers.dovercorporation.com/. 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