Deputy Manager - Application Support & Automation

Salary: $6,000 – $8,000 per month

Deputy Manager - Application Support & Automation

Industry: Logistics & Supply Chain

• Salary: Up to $8,000 basic + $55 Handphone Allowance + Variable Bonus + AWS

• Employment: Permanent

• Day/timings: 5 days, Mon-Fri 8:00AM-5:30PM

• Location: Pioneer (West)

Company brief: Our client is an established integrated logistics and supply chain solutions provider in Singapore.

About the role: Own the end-to-end support model for the company's business applications: keep BAU support reliable as the L2 escalation point, and drive a shift-left programme by delivering an AI-powered L1 support agent built on structured knowledge catalogues.

Job Responsibilities:

• Manage application support for the company's business applications, ensuring availability, stability and timely incident / service request resolution within SLAs

• Act as L2 escalation point for complex application issues, working with vendors and internal teams to troubleshoot and resolve

• Oversee application administration: user access, configuration, release support, patch coordination and system health monitoring

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

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

• Run ITSM processes (incident, problem, change) and provide regular service performance reporting

• Define and deliver the roadmap for an AI-powered L1 support agent, including support scope, escalation criteria and L1/L2 handover

• Build and govern the knowledge framework (troubleshooting guides, FAQs, decision trees, resolution scripts) and turn recurring L2 resolutions into knowledge assets

• Monitor agent performance (deflection rate, first-contact resolution, escalation quality, user satisfaction) and track shift-left metrics

• Manage vendors, platforms, budgets and service delivery for the AI support solution

• Lead problem management: identify recurring root causes and drive automation and permanent fixes

• Partner with business stakeholders on support priorities and drive adoption of AI and self-service through communication and training

Requirements:

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

• 4 years of experience in application support or IT service management, including at least 1 year in a lead or managerial role

• Proficient in .NET and programming (able to read and write code), with hands-on application troubleshooting and SQL skills

• 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: runbooks, KB frameworks and structured resolution content

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