Deputy Manager - Application Support & Automation (Tuas)
-
Gul Circle MRT, Pioneer
60 Pioneer Rd, 60 Pioneer Road, Singapore, 628509
- Full Time
- 5 Day Week
Job Summary
The Application Support & Automation Assistant/Deputy Manager owns the end-to-end support model for the organisation's business applications. The role has a dual mandate: ensuring reliable business-as-usual (BAU) support for application users, and driving a shift-left transformation by delivering an AI-powered L1 support agent that resolves user issues through structured knowledge catalogues. Acting as the L2 escalation authority, the manager resolves complex issues manually and systematically codifies those resolutions into the L1 catalogues, continuously expanding the agent's autonomous coverage and reducing dependence on manual support.
Professional Qualifications & Relevant Experience
- Degree in Information Technology, Computer Science, or a related field.
- 6–10 years of experience in application support or IT service management, with at least 2 years 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.
About the Employer
BRN/UEN: 200412267E
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