Manager ( IT Application Services)

Talent First Pte. Ltd.; Singapore; On-site; SGD 90,000 - 130,000; Full time

Job summary

Talent First Pte. Ltd. in Singapore seeks an experienced Application Support Lead to oversee L2 support, drive automation, and coordinate with vendors and internal teams. This role focuses on ensuring system availability and continuous improvement of support services.

You will implement AI-powered virtual agents for Level 1 support, develop runbooks, and maintain knowledge content. Strong ITIL/ITSM background and hands-on tooling experience are essential.

Qualifications

• 6–10 years in application support or ITSM, with at least 2 years in a lead role.
• Proven track record delivering automation, chatbots, or virtual agents (ServiceNow Virtual Agent, Copilot Studio, or LLМ-based solutions).
• Hands-on ITSM experience with ServiceNow, Jira Service Management, or 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 (Power Automate, Python, SQL) preferred.

Responsibilities

• Manage and support business applications, ensuring system availability and timely resolution of incidents and service requests.
• Act as the L2 support lead, troubleshooting complex issues and coordinating with vendors and internal teams.
• Administer applications, including user access, system configuration, upgrades, patching, and UAT.
• Coordinate the resolution of security vulnerabilities (VAPT findings) and ensure timely closure.
• Monitor application performance and prepare regular service reports.
• Lead the implementation and continuous improvement of an AI-powered virtual support agent for Level 1 support.
• Develop and maintain knowledge articles, FAQs, and troubleshooting guides to improve self-service capabilities.
• Monitor the performance of the AI support agent and enhance its knowledge base and workflows.
• Identify recurring issues and implement process improvements and automation to reduce manual support.
• Work closely with business users, vendors, and internal teams to enhance application support and user experience.
• Promote self-service, automation, and continuous improvement across the application support function.

Skills

ITIL/ITSM

Automation

Vendor coordination

AI/LLM tooling

Knowledge management

Scripting/low-code

Education

ITIL Foundation certification

ITIL MP certification

Tools

ServiceNow

Jira Service Management

Freshservice

Power Automate

Python

SQL

Job description

Key Responsibilities

• Manage and support business applications, ensuring system availability and timely resolution of incidents and service requests.

• Act as the L2 support lead, troubleshooting complex issues and coordinating with vendors and internal teams.

• Administer applications, including user access, system configuration, upgrades, patching, and UAT.

• Coordinate the resolution of security vulnerabilities (VAPT findings) and ensure timely closure.

• Monitor application performance and prepare regular service reports.

• Lead the implementation and continuous improvement of an AI-powered virtual support agent for Level 1 support.

• Develop and maintain knowledge articles, FAQs, and troubleshooting guides to improve self-service capabilities.

• Monitor the performance of the AI support agent and enhance its knowledge base and workflows.

• Identify recurring issues and implement process improvements and automation to reduce manual support.

• Work closely with business users, vendors, and internal teams to enhance application support and user experience.

• Promote self-service, automation, and continuous improvement across the application support function.

Requirements

• 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.