IT Application Support & Automation Manager (AI / ITSM) - L1/L2

Summary:

• AWS + 2.5 Months VB

• 18 Days AL

• Stable Career

• Exposure to Large-Scale Digital Transformation & AI Initiatives

• Career Development & Regional Project Exposure

Job Scope:

• Manage the day-to-day support of business applications, ensuring system stability, availability, and timely resolution of incidents within agreed SLAs.
• Act as the L2 escalation point by troubleshooting complex application issues and coordinating with internal teams and vendors for resolution.
• Manage application administration, including user access, system configuration, patching, releases, monitoring, and upgrades.
• Coordinate VAPT remediation activities and work with vendors, infrastructure, and security teams to ensure vulnerabilities are resolved within agreed timelines.
• Lead the implementation and continuous improvement of an AI-powered L1 support agent to resolve common application issues through self-service and knowledge catalogues.
• Develop and maintain structured knowledge bases, troubleshooting guides, FAQs, and resolution procedures to support the L1 agent and improve first-contact resolution.
• Analyse recurring L2 incidents and convert proven solutions into knowledge articles or automated workflows to progressively reduce support escalations.
• Work closely with business stakeholders and vendors to drive application improvements, user adoption, automation initiatives, and overall support service performance.

Job Requirements:

• Degree in Information Technology, Computer Science, or a related discipline.
• At least 5 years of relevant experience in application support or IT service management, with at least 2 years in a leadership or managerial role.
• Hands-on experience with ITSM platforms such as ServiceNow, Jira Service Management, or Freshservice, with knowledge of ITIL practices.
• Experience in support automation, AI chatbots/virtual agents, and knowledge management, with ITIL Foundation certification preferred.

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We regret that only shortlisted candidates will be notified.

Staffking Pte Ltd (20C0358) | Chew Poh Seng (R25127164)

EA License No: 20C0358