Assistant/Deputy Manager - Application Support & Automation
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Salary: S$ 6,000 - 8,000 (Basic) + AWS + VB
[Job ID: 1677662]Job Summary: Join a dynamic organization to lead application support operations and drive AI-powered automation initiatives that enhance IT service delivery and user experience.
Responsibilities:
- Manage and support business-critical applications to ensure system stability, availability, and performance.
- Provide Level 2 application support and troubleshoot complex system issues.
- Collaborate with internal stakeholders and external vendors to investigate and resolve application-related incidents.
- Design, implement, and enhance AI-driven support solutions, including chatbots and virtual agents, to improve service efficiency.
- Develop and maintain knowledge articles, FAQs, troubleshooting guides, and support documentation.
- Analyze recurring incidents and identify opportunities for process improvements, automation, and root cause resolution.
- Coordinate application upgrades, system enhancements, testing activities, and change management processes.
- Monitor and address application security issues, risks, and compliance requirements.
- Partner with business users to improve application functionality, support processes, and overall user experience.
- Ensure adherence to IT service management best practices and support standards.
- Degree in Information Technology, Computer Science, or a related discipline.
- Minimum 6 to 10 years of experience in application support, IT service management, or a related function.
- At least 2 years of experience in a senior, lead, supervisory, or managerial capacity.
- Experience in AI chatbots, virtual agents, support automation, or related technologies.
- Hands-on experience with ITSM platforms such as ServiceNow, Jira, Freshservice, or similar tools.
- Good understanding of ITIL principles and IT service management frameworks.
- Experience developing knowledge bases, FAQs, runbooks, technical documentation, or troubleshooting guides.
- ITIL Foundation certification is required.
- Strong analytical, problem-solving, stakeholder management, and communication skills.
Work Arrangement: Fully office-based
Location: West Singapore
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EA Personnel Name: Zoe Lang Zhen Zhen
EA Personnel Registration Number: R23117353
EA License No.: 07C5771
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