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