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.
- Work location : 60 Pioneer road, Tuas
- Work days : Monday - Friday (8am - 5.30pm)
