IT Operations & AI Enablement Lead

the software practice pte. ltd.; Singapore; On-site; SGD 50,000 - 80,000; Full time

Job summary

The software practice pte. ltd. is seeking an experienced professional to oversee Day 2 support operations, incident resolution and application stability across client projects in Singapore.

In this role you will establish IT service management processes, manage SLAs and changes, lead a support team, and drive AI-enabled automation to streamline ticket workflows and improve client satisfaction.

Responsibilities

• Application Support & Incident Management – Overseeing Day 2 support operations, incident resolution, application stability and technical escalations across client projects.
• IT Service Management – Establishing standardised processes for incident management, service-level agreements (SLAs), change management and operational performance monitoring.
• Support Team Leadership – Managing application support teams, optimising resource allocation and developing technical support capabilities.
• AI Adoption & Automation – Introducing AI-enabled solutions to streamline ticket management, incident classification, knowledge management and support workflows.
• Service Improvement & Client Management – Improving service quality, operational efficiency and client satisfaction through continuous improvement initiatives.

Job description

The software practice pte. ltd. is seeking an experienced professional to oversee Day 2 support operations, incident resolution and application stability across client projects in Singapore.

In this role you will establish IT service management processes, manage SLAs and changes, lead a support team, and drive AI-enabled automation to streamline ticket workflows and improve client satisfaction.