IT Application Support Manager (ITSM)

Recruit Express Pte Ltd; Singapore; In loco; SGD 90.000 - 150.000; Tempo pieno

Descrizione del lavoro

Recruit Express Pte Ltd is seeking an experienced Application Support Manager to own the portfolio of business applications, ensuring high availability and incident resolution within SLAs. You will lead L2 escalation, administer app configurations, and drive VAPT remediation with vendors and security teams.

You will also define and deliver an L1 support agent roadmap, govern knowledge catalogs, and manage vendor platforms and budgets.

Competenze

• 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 (e.g., ServiceNow Virtual Agent, Microsoft Copilot Studio, or LLM-based solutions).
• Strong hands-on experience with ITSM platforms (e.g., ServiceNow, Jira Service Management, Freshservice) and ITIL-aligned processes.
• Experience in knowledge management: building runbooks, KB frameworks, and structured resolution content.
• ITIL Foundation certification required; ITIL Managing Professional or equivalent preferred.
• Working knowledge of scripting or low-code automation (e.g., Power Automate, Python, SQL) preferred.

Mansioni

• Own the support function for the organisation's portfolio of business applications, ensuring availability, stability, and resolution of incidents and service requests within agreed 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.
• Manage application administration activities: user access, configuration, patching coordination, release support, and health monitoring.
• Coordinate and drive timely remediation of VAPT findings for supported applications, working with vendors, infrastructure, and security teams, and tracking closure to agreed deadlines.
• Oversee application enhancements, upgrades, and UAT cycles, including coordination with business stakeholders and vendors.
• Ensure disciplined use of the ITSM platform for incident, problem, and change management, and produce regular service performance reporting for management.
• 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.
• Define the agent's scope, escalation rules, and handover paths from L1 to L2, ensuring a seamless user experience.
• Own agent performance management: deflection rate, first-contact resolution, escalation quality, and user satisfaction; drive tuning of content, prompts, and workflows.
• Manage vendors, platforms, and budget associated with the agent solution.
• Institutionalise a feedback loop: for every issue resolved manually at L2, evaluate whether the resolution can be standardised and codified into the L1 catalogues.
• Author, validate, and publish catalogue entries so recurring issues are progressively handled autonomously by the L1 agent.
• Track and report shift-left metrics to senior management.
• Perform problem management: identify recurring root causes and drive permanent fixes or upstream automation beyond the support layer.
• Partner with business units to understand application pain points and prioritise support and automation improvements.
• Drive user adoption of the L1 agent through communication, training, and feedback channels.
• Champion a self-service and automation-first culture across the support function.

Conoscenze

Leadership

Knowledge management

Automation scripting

Communication

Vendor management

Formazione

Bachelor's degree in Information Technology or Computer Science

Strumenti

ServiceNow

Jira Service Management

Freshservice

Power Automate

Python

SQL

Descrizione del lavoro

Key Responsibilities

1.Application Support Management (BAU / L2)

• Own the support function for the organisation's portfolio of business applications, ensuring availability, stability, and resolution of incidents and service requests within agreed 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.
• Manage application administration activities: user access, configuration, patching coordination, release support, and health monitoring.
• Coordinate and drive timely remediation of VAPT (Vulnerability Assessment and Penetration Testing) findings for supported applications, working with vendors, infrastructure, and security teams, and tracking closure to agreed deadlines.
• Oversee application enhancements, upgrades, and UAT cycles, including coordination with business stakeholders and vendors.
• Ensure disciplined use of the ITSM platform for incident, problem, and change management, and produce regular service performance reporting for management.

2.L1 AI Support Agent — Strategy & Delivery

• 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.
• Define the agent's scope, escalation rules, and handover paths from L1 (agent) to L2 (human), ensuring a seamless user experience.
• Own agent performance management: deflection rate, first-contact resolution, escalation quality, and user satisfaction; drive tuning of content, prompts, and workflows.
• Manage vendors, platforms, and budget associated with the agent solution.

3.Continuous Improvement — L2-to-L1 Knowledge Loop

• Institutionalise a feedback loop: for every issue resolved manually at L2, evaluate whether the resolution can be standardised and codified into the L1 catalogues.
• Author, validate, and publish catalogue entries so recurring issues are progressively handled autonomously by the L1 agent.
• Track and report shift-left metrics (e.g., % of tickets resolved at L1, catalogue coverage growth, repeat-escalation reduction) to senior management.
• Perform problem management: identify recurring root causes and drive permanent fixes or upstream automation beyond the support layer.

4.Stakeholder & Change Management

• Partner with business units to understand application pain points and prioritise support and automation improvements.
• Drive user adoption of the L1 agent through communication, training, and feedback channels.
• Champion a self-service and automation-first culture across the support function.

Requirements

• 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 (e.g., ServiceNow Virtual Agent, Microsoft Copilot Studio, or LLM-based solutions).
• Strong hands-on experience with ITSM platforms (e.g., ServiceNow, Jira Service Management, Freshservice) and ITIL-aligned processes.
• Experience in knowledge management: building runbooks, KB frameworks, and structured resolution content.
• ITIL Foundation certification required; ITIL Managing Professional or equivalent preferred.
• Working knowledge of scripting or low-code automation (e.g., Power Automate, Python, SQL) preferred.