Manager/Deputy Application support automation

Our client, an established regional leader in supply chain and logistics operations, is seeking a strategic Deputy Manager – Application Support & Automation. This role owns the end-to-end support model for core enterprise business applications, balancing reliable business-as-usual (BAU) operations with a major "shift-left" digital transformation. The mandate focuses on deploying an AI-powered L1 support agent utilizing structured knowledge catalogues to automate common resolutions and continuously optimize self-service coverage.

Key Responsibilities

Application Support Management (BAU / L2)

• Manage the core support function for enterprise business applications, guaranteeing high system availability, stability, and adherence to service level agreements (SLAs).

• Act as the L2 escalation authority for complex application inquiries, coordinating troubleshooting efforts across internal stakeholders and technology vendors.

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

• Drive timely remediation of vulnerability assessment and penetration testing (VAPT) findings in collaboration with security, infrastructure, and vendor partners.

• Manage application enhancements, upgrades, user acceptance testing (UAT), and structured ITIL-aligned service processes (incident, problem, and change management).

L1 AI Support Agent Strategy & Delivery

• Architect and execute the roadmap for deploying an AI-powered L1 support agent designed to deflect common service desk tickets.

• Establish comprehensive knowledge frameworks featuring troubleshooting guides, FAQs, decision trees, and automated resolution scripts.

• Define precise scoping, escalation thresholds, and seamless handover protocols between automated AI handling and human L2 specialists.

• Monitor performance indicators including deflection rates, first-contact resolution (FCR), escalation quality, and end-user satisfaction.

• Manage vendor partnerships, platform budgets, and service delivery associated with the AI support solution.

Continuous Improvement & Knowledge Management

• Institutionalize a structured feedback loop that converts resolved L2 incidents into reusable knowledge assets for the AI support tier.

• Author, review, and maintain knowledge base (KB) articles to expand overall organizational self-service capabilities.

• Track shift-left metrics, 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.

Stakeholder & Change Management

• Partner with business unit leaders to identify operational bottlenecks and prioritize service and automation improvements.

• Drive adoption of AI and self-service capabilities through targeted communications, training sessions, and organizational change management frameworks.

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

Key Requirements & Professional Qualifications

• Degree in Information Technology, Computer Science, or equivalent disciplines.

• 6 to 10 years of professional experience in application support or IT Service Management (ITSM), with at least 2 years in a leadership or managerial capacity.

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

• Strong hands-on proficiency with major ITSM platforms (e.g., ServiceNow, Jira Service Management, Freshservice) and ITIL-aligned service frameworks.

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

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