Deputy Manager - Application Support & Automation / $8,000 higher

Salary: $5,400 – $8,000 per month

• S$8,000 higher + variable bonus + AWS

• A recognised logistics provider in Singapore

• Serves Defence, Healthcare, Aviation and Public Sector clients

• Provides end-to-end supply chain management services

• Invests in digitalisation and warehouse automation

Our Client, a logistics company providing integrated supply chain solutions, including warehousing, distribution, freight forwarding and inventory management across various industries., is inviting qualified candidates to fill the position as Deputy Manager - Application Support & Automation.

RESPONSIBILITIES:

1. Application Support Management (BAU / L2)

• Manage the support function for the organization's business applications, ensuring system availability, stability, and timely resolution of incidents and service requests in accordance with SLAs.

• Serve as the L2 escalation point for complex application issues, coordinating with vendors and internal stakeholders to troubleshoot and resolve incidents.

• Oversee application administration activities, including user access management, configuration, release support, patch coordination, and system health monitoring.

• Drive timely remediation of VAPT findings in collaboration with security, infrastructure, and vendor teams.

• Manage application enhancements, upgrades, testing, and UAT activities with business users and solution providers.

• Ensure effective use of ITSM processes covering incident, problem, and change management, and provide regular service performance reporting.

2. L1 AI Support Agent Strategy & Delivery

• Define and implement the roadmap for an AI-powered L1 support agent to automate the resolution of common application issues.

• Establish and govern a knowledge framework comprising troubleshooting guides, FAQs, decision trees, and resolution scripts.

• Define support scope, escalation criteria, and handover processes between AI-assisted L1 support and human L2 support teams.

• Monitor and optimize agent performance through metrics such as deflection rate, first-contact resolution, escalation quality, and user satisfaction.

• Manage vendors, platforms, budgets, and service delivery associated with the AI support solution.

3. Continuous Improvement & Knowledge Management

• Establish a structured feedback process to convert recurring L2 resolutions into knowledge assets for AI-driven L1 support.

• Develop, review, and maintain knowledge articles to expand self-service capabilities and improve issue resolution.

• Track and report shift-left metrics, including L1 resolution rates, knowledge coverage growth, and reduction in repeat escalations.

• Lead problem management activities by identifying recurring root causes and driving corrective actions, automation opportunities, and permanent fixes.

4. Stakeholder & Change Management

• Partner with business stakeholders to identify support challenges and prioritize service and automation improvements.

• Drive adoption of AI and self-service capabilities through communications, training, and user engagement initiatives.

• Promote a culture of continuous improvement, knowledge sharing, and automation across the support function.

REQUIREMENTS:

• Diploma/ Degree in Information Technology, Computer Science, or a related field.

• Minimum 4 years of experience in application support or IT service management, with at least 1 year in a lead or managerial capacity.

• Proven track record delivering support automation, chatbots, or virtual agents (e.g., ServiceNow Virtual Agent, Microsoft Copilot Studio, or LLM-based solutions).

• Strong hands-on experience with ITSM platforms (e.g., ServiceNow, Jira Service Management, Freshservice) and ITIL-aligned processes.

• Experience in knowledge management: building runbooks, KB frameworks, and structured resolution content.

• ITIL Foundation certification required; ITIL Managing Professional or equivalent preferred.

OTHER INFORMATION:

• Location : Pioneer

• Working Days/Hours : Monday to Friday, 8am to 5.30pm

• Salary: Up till S$8,000 higher (salary will commensurate according to experience & qualifications)

• The Company strives to achieve employee satisfaction and provides conducive working environment, attractive incentives and remuneration to all staff.

Please indicate the below information in your resume:

• Current & Expected salary

• Reason(s) for leaving

• Availability to commence work

We regret only shortlisted candidate will be notified. All applications will be treated with the strictest confidence.