Application Support Lead: Automation & L1 Enablement

ST Logistics; Singapore; On-site; SGD 90,000 - 150,000; Full time

Job summary

ST Logistics is seeking an experienced Application Support Manager to own the L2 support function for a portfolio of business applications, ensuring availability, stability, and incident resolution within SLAs.

You will lead escalation, coordinate with vendors, and manage application administration, health monitoring, and UAT cycles. A strong ITIL background and hands-on automation experience are essential.

Qualifications

• 6–10 years in application support or ITSM.
• At least 2 years in a lead/managerial role.
• Experience delivering automation, chatbots, or virtual agents.
• Hands-on with ITSM platforms and ITIL-aligned processes.
• Knowledge management: runbooks and KB frameworks.
• ITIL Foundation certification required; ITIL MP preferred.

Responsibilities

• Own the L2 support function for the portfolio of applications, ensuring availability and timely incident resolution.
• Escalate and diagnose issues beyond L1, coordinating with vendors and internal teams.
• Manage application administration: user access, patching, releases, and health monitoring.
• Drive remediation of VAPT findings with vendors, infrastructure, and security teams.
• Oversee enhancements, upgrades, and UAT with stakeholders and vendors.
• Govern ITSM processes and publish regular service performance reports.
• Define and deliver an L1 agent roadmap and knowledge catalogue.
• Establish escalation rules and handover paths for seamless user experience.
• Track shift-left metrics and report to senior management.
• Conduct problem management to identify root causes and drive permanent fixes.

Skills

Leadership

Automation / chatbots

ITIL / ITSM

Scripting / low-code

Education

Degree in IT or CS

ITIL Foundation

ITIL MP preferred

Tools

ServiceNow

Jira Service Management

Freshservice

Power Automate

SQL

Job description

ST Logistics is seeking an experienced Application Support Manager to own the L2 support function for a portfolio of business applications, ensuring availability, stability, and incident resolution within SLAs.

You will lead escalation, coordinate with vendors, and manage application administration, health monitoring, and UAT cycles. A strong ITIL background and hands-on automation experience are essential.