AI-Powered Application Support Manager

recruit express pte ltd; Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

Recruit Express Pte Ltd in Singapore seeks a senior Application Support Manager to own the BAU portfolio, ensuring availability, stability, and incident resolutions within SLAs. You will coordinate L2 escalation with vendors and internal teams while guiding application administration and health monitoring.

You will architect the L1 AI support roadmap, govern the knowledge catalogue, define escalation paths, and drive shift-left improvements with automation across the support function.

Qualifications

• Degree in IT/CS required; ITIL Foundation certification mandatory.
• 6–10 years in application support or ITSM with at least 2 years in a lead role.
• Proven automation/ chatbot delivery experience (e.g., virtual agents).
• Hands-on ITSM tools and ITIL-aligned processes.
• Knowledge management: runbooks and KB frameworks.

Responsibilities

• Own the support function for applications, ensuring availability, stability, and incident resolution within SLAs.
• L2 escalation point; coordinate with vendors and internal teams for complex issues.
• Oversee knowledge management, UAT, and release support for applications.
• Define and deliver the L1 AI support roadmap; govern knowledge catalogues and escalation rules.
• Drive continuous improvement, shift-left metrics, and automation initiatives; manage vendors and budget.

Skills

People leadership

Stakeholder management

Automation mindset

Knowledge management

Scripting / low-code

Education

Degree in Information Technology or Computer Science

Tools

ServiceNow

Jira Service Management

Freshservice

Job description

Recruit Express Pte Ltd in Singapore seeks a senior Application Support Manager to own the BAU portfolio, ensuring availability, stability, and incident resolutions within SLAs. You will coordinate L2 escalation with vendors and internal teams while guiding application administration and health monitoring.

You will architect the L1 AI support roadmap, govern the knowledge catalogue, define escalation paths, and drive shift-left improvements with automation across the support function.