Lead, AI-Driven App Support & Automation

Recruit Now Singapore Pte Ltd; Singapore; Presencial; SGD 81.000 - 97.000; Jornada completa

Descripción de la vacante

Recruit Now Singapore Pte Ltd is seeking a Deputy Manager to lead end-to-end application support and automation initiatives for its logistics and supply chain platform. You will act as the L2 escalation point, drive a shift-left program, and build an AI-powered L1 agent on structured knowledge catalogs.

The role requires 4 years in application support/IT service management with leadership exposure, plus strong .NET, SQL and ITSM tool skills (ServiceNow, Jira Service Management, Freshservice).

Formación

• Diploma / Degree in Information Technology, Computer Science or a related field
• 4 years of experience in application support or IT service management, including at least 1 year in a lead or managerial role
• Proficient in .NET and programming (able to read and write code), with hands-on application troubleshooting and SQL skills
• Proven track record delivering support automation, chatbots or virtual agents
• Strong hands-on experience with ITSM platforms (e.g. ServiceNow, Jira Service Management, Freshservice) and ITIL-aligned processes
• Experience in knowledge management: runbooks, KB frameworks and structured resolution content
• ITIL Foundation certification required; ITIL Managing Professional or equivalent preferred

Responsabilidades

• Own the end-to-end support model for the company's business applications.
• Keep BAU support reliable as the L2 escalation point, and drive a shift-left programme by delivering an AI-powered L1 support agent.
• Manage application support for the company's business applications, ensuring availability, stability and timely incident / service request resolution within SLAs.
• Act as L2 escalation point for complex application issues, working with vendors and internal teams to troubleshoot and resolve.
• Oversee application administration: user access, configuration, release support, patch coordination and system health monitoring.
• Drive timely remediation of VAPT findings with security, infrastructure and vendor teams.
• Manage application enhancements, upgrades, testing and UAT with business users and solution providers.
• Run ITSM processes (incident, problem, change) and provide regular service performance reporting.
• Define and deliver the roadmap for an AI-powered L1 support agent, including support scope, escalation criteria and L1/L2 handover.
• Build and govern the knowledge framework (troubleshooting guides, FAQs, decision trees, resolution scripts) and turn recurring L2 resolutions into knowledge assets.
• Monitor agent performance (deflection rate, first-contact resolution, escalation quality, user satisfaction) and track shift-left metrics.
• Manage vendors, platforms, budgets and service delivery for the AI support solution.
• Lead problem management: identify recurring root causes and drive automation and permanent fixes.
• Partner with business stakeholders on support priorities and drive adoption of AI and self-service through communication and training

Conocimientos

Leadership

Educación

Diploma / Degree in IT or CS

Herramientas

ServiceNow

Jira Service Management

Freshservice

SQL

Descripción del empleo

Recruit Now Singapore Pte Ltd is seeking a Deputy Manager to lead end-to-end application support and automation initiatives for its logistics and supply chain platform. You will act as the L2 escalation point, drive a shift-left program, and build an AI-powered L1 agent on structured knowledge catalogs.

The role requires 4 years in application support/IT service management with leadership exposure, plus strong .NET, SQL and ITSM tool skills (ServiceNow, Jira Service Management, Freshservice).