Overview
The Application Support & Automation Assistant / Deputy Manager owns the end-to-end support model for the organisation's business applications. The role has a dual mandate: ensuring reliable business-as-usual (BAU) support for application users, and driving a shift-left transformation by delivering an AI-powered L1 support agent that resolves user issues through structured knowledge catalogues. Acting as the L2 escalation authority, the manager resolves complex issues manually and systematically codifies those resolutions into the L1 catalogues, continuously expanding the agent's autonomous coverage and reducing dependence on manual support.
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.
By submitting your application for this position, you consent to the collection, use, and disclosure of your personal data by ST Logistics and its recruitment partners, including Employment and Employability Institute Pte Ltd, for the purpose of i) employment facilitation and ii) data and statistical analysis. You may find out more information on the PDPA policies at [https://www.stlogs.com/pages/personal-data-policy/] and [https://www.e2i.com.sg/pdpa/].