IT Application Support Manager (ITSM)

Key Responsibilities 1.Application Support Management (BAU / L2) • Own the support function for the organisation's portfolio of business applications, ensuring availability, stability, and resolution of incidents and service requests within agreed SLAs. • Serve as the L2 escalation point: investigate, diagnose, and resolve issues beyond the L1 agent's capability, engaging vendors and internal teams as needed. • Manage application administration activities: user access, configuration, patching coordination, release support, and health monitoring. • Coordinate and drive timely remediation of VAPT (Vulnerability Assessment and Penetration Testing) findings for supported applications, working with vendors, infrastructure, and security teams, and tracking closure to agreed deadlines. • Oversee application enhancements, upgrades, and UAT cycles, including coordination with business stakeholders and vendors. • Ensure disciplined use of the ITSM platform for incident, problem, and change management, and produce regular service performance reporting for management. 2.L1 AI Support Agent — Strategy & Delivery • Define the roadmap for and deliver an L1 support agent (virtual agent / chatbot) that resolves common application issues by referencing curated knowledge catalogues. • Establish and govern the knowledge catalogue framework: structured troubleshooting guides, FAQs, resolution scripts, and decision trees consumable by the agent. • Define the agent's scope, escalation rules, and handover paths from L1 (agent) to L2 (human), ensuring a seamless user experience. • Own agent performance management: deflection rate, first-contact resolution, escalation quality, and user satisfaction; drive tuning of content, prompts, and workflows. • Manage vendors, platforms, and budget associated with the agent solution. 3.Continuous Improvement — L2-to-L1 Knowledge Loop • Institutionalise a feedback loop: for every issue resolved manually at L2, evaluate whether the resolution can be standardised and codified into the L1 catalogues. • Author, validate, and publish catalogue entries so recurring issues are progressively handled autonomously by the L1 agent. • Track and report shift-left metrics (e.g., % of tickets resolved at L1, catalogue coverage growth, repeat-escalation reduction) to senior management. • Perform problem management: identify recurring root causes and drive permanent fixes or upstream automation beyond the support layer. 4.Stakeholder & Change Management • Partner with business units to understand application pain points and prioritise support and automation improvements. • Drive user adoption of the L1 agent through communication, training, and feedback channels. • Champion a self-service and automation-first culture across the support function. Requirements • Degree in Information Technology, Computer Science, or a related field. • 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. Interested applicants please send your resume to venessagoh@recruitexpress.com.sg Venessa Goh Wee Ni R24124686 Recruit Express Pte Ltd EA License No: 99C4599 We regret that only shortlisted candidates will be contacted.