Application Support Manager (Logistics Ind)
Our client is an established integrated logistics and supply chain solutions provider in Singapore, offering a comprehensive range of services including warehousing, transportation, freight management and supply chain operations. The organisation leverages technology and operational expertise to deliver reliable, efficient and customised logistics solutions to businesses across various industries.
Responsibilities:
Oversee daily application support operations to ensure system stability and timely incident resolution in accordance with service level agreements (SLAs).
Act as the L2 escalation point for complex application issues, coordinating with internal teams and external vendors.
Manage application administration, user access, system configuration, upgrades, patches and release activities.
Coordinate application testing, user acceptance testing (UAT) and enhancements with business users and solution providers.
Work with security and infrastructure teams to address vulnerabilities and ensure compliance with IT security requirements.
Manage incident, problem and change management processes, including service performance reporting.
Lead the planning and implementation of AI-powered L1 support solutions to automate common user enquiries and application issues.
Develop and maintain knowledge resources, including FAQs, troubleshooting guides, decision trees and resolution scripts.
Establish workflows and escalation procedures between AI-assisted support and human support teams.
Monitor automation performance and identify opportunities to improve resolution rates, user experience and operational efficiency.
Convert recurring application issues and L2 resolutions into reusable knowledge articles to enhance self-service capabilities.
Analyse recurring incidents, identify root causes and implement corrective actions or automation opportunities.
Track key service and automation metrics, including resolution rates, repeat incidents and escalation trends.
Collaborate with business stakeholders to identify support needs and prioritise system improvements.
Facilitate user communications, training and adoption of AI-powered support tools.
Promote knowledge sharing, process standardisation and automation across the support function.
Requirements:
Degree in Information Technology, Computer Science or a related discipline.
6–10 years of relevant experience in application support or IT service management, including at least 2 years in a leadership or managerial role.
Experience implementing support automation solutions, chatbots or virtual agents, such as ServiceNow Virtual Agent, Microsoft Copilot Studio or LLM-based solutions.
Hands-on experience with ITSM platforms such as ServiceNow, Jira Service Management or Freshservice.
Good knowledge of ITIL-aligned incident, problem and change management processes.
Experience developing knowledge bases, troubleshooting guides, runbooks or structured support documentation.
Strong troubleshooting, analytical, stakeholder management and communication skills.
ITIL Foundation certification is required; higher-level ITIL certification will be an advantage.
Job Highlights:
Work-Life Balance (5-Days Work Week, Office Hours)
Attractive Remuneration Package (<4-Months' Bonus)
Stable employment with one of Singapore's leading supply chain organization
How to Apply:
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Foong Sue Lee (Sophia)
Registration Number: R24119357
EA License Number: 18C9027