IT Support Lead — AI-Powered Automation

mtc consulting pte. ltd.

Singapore

On-site

SGD 90,000 - 160,000

Full time

4 days ago

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Job summary

MTC Consulting Pte Ltd is seeking an experienced IT Application Support Lead in Singapore to oversee L2 support, ITSM processes, and security remediation. You will drive the development of an AI-powered self-service agent and knowledge bases to improve efficiency and user experience.

The role requires 6–10 years of IT support experience, including leadership, and hands-on work with AI-powered solutions and platforms like ServiceNow. Located in the West Area, 5 days a week on-site.

Qualifications

Degree in Information Technology, Computer Science or related disciplines.
6–10 years of experience in application support, with at least 2 years in a lead/managerial capacity.
Proven experience in IT support automation, chatbots, virtual agents or AI-powered support solutions.
Strong knowledge of ITSM/ITIL processes and platforms such as ServiceNow, Jira Service Management or Freshservice.
Knowledge of Power Automate, Python or SQL is a plus.

Responsibilities

Lead the L2 application support function, ensuring stability, security and availability within SLAs.
Troubleshoot and resolve complex incidents, working with vendors and internal teams.
Oversee application administration, access management, configuration, upgrades, patching and UAT activities.
Coordinate remediation of security and VAPT findings across supported applications.
Drive ITSM processes covering incident, problem and change management, with regular service performance reporting.
Lead the development and implementation of an AI-powered L1 support agent / chatbot to automate common user issues.
Build and manage structured knowledge bases, troubleshooting guides, FAQs and resolution workflows for AI-powered self-service.
Establish escalation processes between the AI agent and L2 support team.
Monitor AI support performance, including ticket deflection, first-contact resolution and user satisfaction.
Turn recurring L2 issues into structured knowledge that can progressively be automated at L1.
Identify recurring problems and drive root-cause resolution, process improvement and further automation.
Work with business stakeholders to understand pain points, improve user experience and drive adoption of self-service tools.