Application Support Deputy Manager

ANCHOR SEARCH GROUP PTE. LTD.; Singapore; On-site; SGD 90,000 - 130,000; Full time

Job summary

Anchor Search Group Pte Ltd is seeking a Deputy Manager to lead Application Support & Automation, owning BAU and a strategic AI-driven shift-left initiative. The role focuses on enterprise applications, ensuring high availability, SLAs, and structured ITIL processes, while coordinating L2 troubleshooting with vendors and internal teams.

The candidate will architect an AI-powered L1 support roadmap, develop knowledge bases, and manage driven improvements in release, access governance, and

Qualifications

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

Responsibilities

• Manage core support for enterprise applications, ensuring high availability and SLAs.
• L2 escalation authority; coordinate troubleshooting across stakeholders and vendors.
• Oversee application administration: user access governance, patches, releases, health monitoring.
• Drive remediation of VAPT findings with security, infra, and vendors.
• Manage enhancements, UAT, and ITIL-aligned incident, problem, and change processes.

Skills

ITSM

Leadership

Knowledge management

Automation strategy

Stakeholder management

Education

Degree in IT or CS

Tools

ServiceNow

Jira Service Management

Freshservice

Microsoft Copilot Studio

LLM-based solutions

Job description

Our client, an established regional leader in supply chain and logistics operations, is seeking a strategic Deputy Manager – Application Support & Automation. This role owns the end-to-end support model for core enterprise business applications, balancing reliable business-as-usual (BAU) operations with a major \"shift-left\" digital transformation. The mandate focuses on deploying an AI-powered L1 support agent utilizing structured knowledge catalogues to automate common resolutions and continuously optimize self-service coverage.

Key Responsibilities

Application Support Management (BAU / L2)

• Manage the core support function for enterprise business applications, guaranteeing high system availability, stability, and adherence to service level agreements (SLAs).




• Act as the L2 escalation authority for complex application inquiries, coordinating troubleshooting efforts across internal stakeholders and technology vendors.




• Oversee application administration, including user access governance, configuration, patch coordination, release support, and routine system health monitoring.




• Drive timely remediation of vulnerability assessment and penetration testing (VAPT) findings in collaboration with security, infrastructure, and vendor partners.




• Manage application enhancements, upgrades, user acceptance testing (UAT), and structured ITIL-aligned service processes (incident, problem, and change management).

L1 AI Support Agent Strategy & Delivery

• Architect and execute the roadmap for deploying an AI-powered L1 support agent designed to deflect common service desk tickets.




• Establish comprehensive knowledge frameworks featuring troubleshooting guides, FAQs, decision trees, and automated resolution scripts.




• Define precise scoping, escalation thresholds, and seamless handover protocols between automated AI handling and human L2 specialists.




• Monitor performance indicators including deflection rates, first-contact resolution (FCR), escalation quality, and end-user satisfaction.




• Manage vendor partnerships, platform budgets, and service delivery associated with the AI support solution.

Continuous Improvement & Knowledge Management

• Institutionalize a structured feedback loop that converts resolved L2 incidents into reusable knowledge assets for the AI support tier.




• Author, review, and maintain knowledge base (KB) articles to expand overall organizational self-service capabilities.




• Track shift-left metrics, knowledge coverage growth, and reduction in repeat escalations.




• Lead problem management activities by identifying recurring root causes and driving corrective actions, automation opportunities, and permanent fixes.

Stakeholder & Change Management

• Partner with business unit leaders to identify operational bottlenecks and prioritize service and automation improvements.




• Drive adoption of AI and self-service capabilities through targeted communications, training sessions, and organizational change management frameworks.




• Foster a culture of continuous improvement, knowledge sharing, and automation across the support function.

Key Requirements & Professional Qualifications

• Degree in Information Technology, Computer Science, or equivalent disciplines.




• 6 to 10 years of professional experience in application support or IT Service Management (ITSM), with at least 2 years in a leadership or managerial capacity.




• Proven track record implementing support automation, chatbots, or virtual agents (e.g., ServiceNow Virtual Agent, Microsoft Copilot Studio, or LLM-based solutions).




• Strong hands- on proficiency with major ITSM platforms (e.g., ServiceNow, Jira Service Management, Freshservice) and ITIL-aligned service frameworks.




• Demonstrated expertise in knowledge management: building runbooks, KB frameworks, and structured resolution content.




• Certifications: ITIL Foundation certification required; ITIL Managing Professional or equivalent credentials preferred.