West Area AI‑Powered Application Support Lead
ADECCO PERSONNEL PTE LTD
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Job summary
ADECCO PERSONNEL PTE LTD in Singapore seeks a seasoned Lead Application Support professional to guide L2 support, manage knowledge bases, and drive AI-powered self-service initiatives. You will oversee incident resolution, releases, upgrades, and ITIL-aligned processes to improve operational efficiency.
The role requires 6–10 years in Application Support or ITSM with leadership, strong ITIL knowledge, and experience deploying automation or AI-driven tools.
Qualifications
- 6–10 years of Application Support or ITSM experience with leadership responsibilities.
- Experience implementing support automation, chatbots, or AI-driven support solutions.
- Strong understanding of ITIL processes and knowledge management frameworks.
- Strong stakeholder management, problem-solving, and communication skills.
- ITIL Foundation certification is required; advanced ITIL certifications are advantageous.
Responsibilities
- Lead BAU application support, incident resolution, and SLA performance.
- Act as the L2 escalation lead for complex application issues.
- Oversee application administration, releases, upgrades, UAT, and VAPT remediation.
- Drive ITIL-based incident, problem, and change management processes.
- Develop and manage an AI-powered support agent, including knowledge bases and workflows.
- Convert recurring L2 resolutions into reusable knowledge articles and automation workflows.
- Monitor KPIs such as ticket deflection, first-contact resolution, and self-service adoption.
- Partner with business stakeholders to identify support improvements and automation opportunities.
- Champion a self-service and automation-first culture.
Skills
Education
Tools
Job description
ADECCO PERSONNEL PTE LTD in Singapore seeks a seasoned Lead Application Support professional to guide L2 support, manage knowledge bases, and drive AI-powered self-service initiatives. You will oversee incident resolution, releases, upgrades, and ITIL-aligned processes to improve operational efficiency.
The role requires 6–10 years in Application Support or ITSM with leadership, strong ITIL knowledge, and experience deploying automation or AI-driven tools.
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