Application Support & Automation Deputy Manager (West Area)

ADECCO PERSONNEL PTE LTD; Singapore; Sur place; SGD 90 000 - 150 000; Plein temps

Résumé du poste

ADECCO PERSONNEL PTE LTD in Singapore seeks a seasoned Lead Application Support professional to guide L2 support, manage knowledge bases, and drive AI-powered self-service initiatives. You will oversee incident resolution, releases, upgrades, and ITIL-aligned processes to improve operational efficiency.

The role requires 6–10 years in Application Support or ITSM with leadership, strong ITIL knowledge, and experience deploying automation or AI-driven tools.

Qualifications

• 6–10 years of Application Support or ITSM experience with leadership responsibilities.
• Experience implementing support automation, chatbots, or AI-driven support solutions.
• Strong understanding of ITIL processes and knowledge management frameworks.
• Strong stakeholder management, problem-solving, and communication skills.
• ITIL Foundation certification is required; advanced ITIL certifications are advantageous.

Responsabilités

• Lead BAU application support, incident resolution, and SLA performance.
• Act as the L2 escalation lead for complex application issues.
• Oversee application administration, releases, upgrades, UAT, and VAPT remediation.
• Drive ITIL-based incident, problem, and change management processes.
• Develop and manage an AI-powered support agent, including knowledge bases and workflows.
• Convert recurring L2 resolutions into reusable knowledge articles and automation workflows.
• Monitor KPIs such as ticket deflection, first-contact resolution, and self-service adoption.
• Partner with business stakeholders to identify support improvements and automation opportunities.
• Champion a self-service and automation-first culture.

Connaissances

Leadership

IT Service Mgmt

Stakeholder management

Communication

Formation

Bachelor’s degree in IT/CS or related

Outils

ServiceNow

Jira Service Management

Freshservice

Description du poste

Overview
Lead the support and continuous improvement of enterprise applications while driving AI-powered support automation. This role owns L2 application support, knowledge management, and the implementation of an AI-based L1 support agent to improve self-service adoption and operational efficiency.

Key Responsibilities

• Manage BAU application support, incident resolution, and SLA performance.
• Act as the L2 escalation lead for complex application issues.
• Oversee application administration, releases, upgrades, UAT, and VAPT remediation.
• Drive ITIL-based incident, problem, and change management processes.
• Develop and manage an AI-powered support agent, including knowledge bases, workflows, and escalation paths.
• Convert recurring L2 resolutions into reusable knowledge articles and automation workflows.
• Monitor support KPIs such as ticket deflection, first-contact resolution, user satisfaction, and self-service adoption.
• Partner with business stakeholders to identify support improvements and automation opportunities.
• Champion a self-service and automation-first culture.

Requirements

• Degree in IT, Computer Science, or related discipline.
• 6-10 years of Application Support or IT Service Management experience, including leadership responsibilities.
• Experience implementing support automation, chatbots, virtual agents, or AI-driven support solutions.
• Strong knowledge of ServiceNow, Jira Service Management, Freshservice, or similar ITSM platforms.
• Solid understanding of ITIL processes and knowledge management frameworks.
• Exposure to automation tools such as Power Automate, Python, or SQL is preferred.
• ITIL Foundation certification required; advanced ITIL certifications are advantageous.
• Strong stakeholder management, problem-solving, and communication skills.

Wilson Tay Yong Sen

Personnel Reg No.: R2091205

EA Licence Number: 91C2918