IT Application Support & Automation Lead

Recruit Express Pte Ltd.; Singapore; On-site; SGD 90,000 - 150,000; Full time

Job summary

Recruit Express Pte Ltd. invites an experienced Assistant/Deputy Manager - IT to lead application support and automation efforts across a portfolio of business applications.

You will own incident resolution, L2 escalation, and coordination with vendors to ensure service levels are met. You will define roadmaps for an L1 agent, build a robust knowledge catalogue, and drive continuous improvement through runbooks, KBs, and structured content.

Qualifications

• 6–10 years of experience in application support or ITSM with at least 2 years in a lead or managerial capacity.
• Proven track record delivering support automation, chatbots, or virtual agents.
• Hands-on experience with ITSM platforms (ServiceNow, Jira Service Management, Freshservice) and ITIL-aligned processes.
• ITIL Foundation certification required; ITIL Managing Professional or equivalent preferred.
• Working knowledge of scripting or low-code automation (Power Automate, Python, SQL) preferred.

Responsibilities

• Own the support function for the organisation's portfolio of business applications, ensuring availability, stability, and resolution of incidents and service requests within SLAs.
• Serve as the L2 escalation point: investigate, diagnose, and resolve issues beyond the L1 agent's capability, engaging vendors and internal teams as needed.
• Define the roadmap for and deliver an L1 support agent (virtual agent / chatbot) that resolves common application issues by referencing curated knowledge catalogues.
• Establish and govern the knowledge catalogue framework: structured troubleshooting guides, FAQs, resolution scripts, and decision trees consumable by the agent.
• Track and report shift-left metrics to senior management.

Skills

Leadership

Incident management

Automation

Knowledge management

Vendor management

Communication

Education

Degree in Information Technology or Computer Science

Tools

ServiceNow

Jira Service Management

Freshservice

Power Automate

Job description

Recruit Express Pte Ltd. invites an experienced Assistant/Deputy Manager - IT to lead application support and automation efforts across a portfolio of business applications.

You will own incident resolution, L2 escalation, and coordination with vendors to ensure service levels are met. You will define roadmaps for an L1 agent, build a robust knowledge catalogue, and drive continuous improvement through runbooks, KBs, and structured content.