Application Support & Automation Deputy Manager (West Area)

Overview Lead the support and continuous improvement of enterprise applications while driving AI-powered support automation. This role owns L2 application support, knowledge management, and the implementation of an AI-based L1 support agent to improve self-service adoption and operational efficiency. Key Responsibilities Manage BAU application support, incident resolution, and SLA performance. Act as the L2 escalation lead for complex application issues. Oversee application administration, releases, upgrades, UAT, and VAPT remediation. Drive ITIL-based incident, problem, and change management processes. Develop and manage an AI-powered support agent, including knowledge bases, workflows, and escalation paths. Convert recurring L2 resolutions into reusable knowledge articles and automation workflows. Monitor support KPIs such as ticket deflection, first-contact resolution, user satisfaction, and self-service adoption. Partner with business stakeholders to identify support improvements and automation opportunities. Champion a self-service and automation-first culture. Requirements Degree in IT, Computer Science, or related discipline. 6-10 years of Application Support or IT Service Management experience, including leadership responsibilities. Experience implementing support automation, chatbots, virtual agents, or AI-driven support solutions. Strong knowledge of ServiceNow, Jira Service Management, Freshservice, or similar ITSM platforms. Solid understanding of ITIL processes and knowledge management frameworks. Exposure to automation tools such as Power Automate, Python, or SQL is preferred. ITIL Foundation certification required; advanced ITIL certifications are advantageous. Strong stakeholder management, problem-solving, and communication skills. Wilson Tay Yong Sen Personnel Reg No.: R2091205 EA Licence Number: 91C2918