AI-Powered Application Support & Automation Lead

Anchor Search Group Pte Ltd

Singapore

On-site

SGD 120,000 - 180,000

Full time

3 days ago

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Job summary

Anchor Search Group Pte Ltd. is seeking a Deputy Manager to lead Application Support & Automation, owning end-to-end BAU support for core enterprise applications and driving a shift-left digital transformation with an AI-powered L1 agent.

You will define knowledge frameworks, oversee L2 escalation, and ensure ITIL-aligned service processes while partnering with security, vendors, and business units to optimize deflection rates and user satisfaction.

Qualifications

Degree in Information Technology, Computer Science, or equivalent.
6–10 years in application support or ITSM with at least 2 years in a leadership role.
Experience implementing support automation, chatbots, or virtual agents.
Proficiency with major ITSM platforms and ITIL-aligned service frameworks.
ITIL Foundation certification required; ITIL Managing Professional or equivalent preferred.

Responsibilities

Manage the core support function for enterprise business applications, guaranteeing high system availability, stability, and adherence to SLAs.
Act as the L2 escalation authority for complex application inquiries, coordinating troubleshooting across stakeholders and vendors.
Oversee application administration, including user access governance, patch coordination, release support, and health monitoring.
Drive remediation of vulnerability findings (VAPT) with security, infra, and vendor partners.
Manage application enhancements, UAT, and ITIL-aligned incident, problem, and change management.
Architect and execute the roadmap for deploying an AI-powered L1 support agent to deflect common tickets and improve self-service.