Automation & AI Support Lead (ServiceNow)

Recruit Express Pte Ltd; Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

Recruit Express Pte Ltd invites applications for an experienced Application Support Manager / L2 lead. The role oversees a portfolio of business applications, ensuring availability, incident resolution, and adherence to SLAs while driving L2-to-L1 automation and knowledge management.

You will define roadmaps for chatbots and a knowledge catalogue, govern escalation rules, manage vendors and budgets, and report on shift-left metrics to senior management. Singaporean clearance is required.

Qualifications

• Degree in Information Technology, Computer Science, or a related field.
• 6–10 years of experience in application support or IT service management, with at least 2 years in a lead or managerial capacity.
• Proven track record delivering support automation, chatbots, or virtual agents.

Responsibilities

• Own the support function for the organisation's portfolio of business applications, ensuring availability and resolution within SLAs.
• Escalation point for L2 issues; engage vendors and internal teams as needed.
• Manage application administration activities: user access, patching, release support, and health monitoring.
• Coordinate remediation of VAPT findings with vendors, infrastructure, and security teams.
• Oversee enhancements, upgrades, and UAT cycles with stakeholders and vendors.
• Ensure disciplined use of ITSM platform and report service performance.

Skills

IT service management

Stakeholder management

Automation mindset

Education

Degree in Information Technology or Computer Science

Tools

ServiceNow

Jira Service Management

Freshservice

Power Automate

Python

SQL

Job description

Recruit Express Pte Ltd invites applications for an experienced Application Support Manager / L2 lead. The role oversees a portfolio of business applications, ensuring availability, incident resolution, and adherence to SLAs while driving L2-to-L1 automation and knowledge management.

You will define roadmaps for chatbots and a knowledge catalogue, govern escalation rules, manage vendors and budgets, and report on shift-left metrics to senior management. Singaporean clearance is required.