Lead Technical SAAS Support

Experience

• 10-15 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. 8.
• 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:
• 8–14 years of experience in enterprise application support (L1/L2/L3), with leadership exposure.
• Hands-on experience supporting eCommerce platforms, CPQ systems, 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 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
• All 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.
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