AI-Powered IT App Support & Automation Lead

RECRUIT EXPRESS PTE LTD; Singapore; Hybrid; SGD 67,000 - 89,000; Full time

Job summary

RECRUIT EXPRESS PTE LTD is hiring an IT Application Support & Automation Manager in Singapore. The role leads BAU support for business apps and drives an AI-powered L1 agent with knowledge catalogues. You will resolve complex issues as L2, codify solutions into L1 content, and manage shift-left initiatives.

You will shape the knowledge framework, govern agent performance, and drive vendor management and budget for the automation program. This is a perm role with flexible location options.

Qualifications

• Degree in Information Technology, Computer Science, or related field.
• 6–10 years in application support or ITSM with at least 2 years in a lead role.
• Proven track record delivering automation, chatbots, or virtual agents.
• Strong hands-on experience with ITSM platforms like ServiceNow, Jira Service Management, or Freshservice.
• Experience in knowledge management: runbooks, KB frameworks, and structured content.
• ITIL Foundation certification required; ITIL MP preferred.
• Working knowledge of scripting or low-code automation (Power Automate, Python, SQL).

Responsibilities

• Own the end-to-end BAU support for business applications and drive L2 escalation.
• Define and deliver an L1 AI support agent with structured knowledge catalogs.
• Govern knowledge catalogue framework and agent content, troubleshooting guides, and decision trees.
• Manage agent performance metrics, content tuning, and user satisfaction.
• Oversee vendor relationships, platforms, and budget for the automation solution.
• Collaborate with business units and drive change management for self-service adoption.

Skills

ITIL Foundation

ITIL Managing Professional

Leadership

Knowledge management

Scripting

Low-code automation

Education

Degree in Information Technology, Computer Science, or related field

Tools

ServiceNow

Jira Service Management

Freshservice

Job description

RECRUIT EXPRESS PTE LTD is hiring an IT Application Support & Automation Manager in Singapore. The role leads BAU support for business apps and drives an AI-powered L1 agent with knowledge catalogues. You will resolve complex issues as L2, codify solutions into L1 content, and manage shift-left initiatives.

You will shape the knowledge framework, govern agent performance, and drive vendor management and budget for the automation program. This is a perm role with flexible location options.