Editorial summary

The company is seeking an IT Application Support Manager to oversee the BAU support for its business applications, including ServiceNow and Jira. The role involves managing incident resolution, serving as the L2 escalation point, and coordinating application administration activities such as user access, configuration, and patching. The ideal candidate will have experience in application support management and vendor coordination. The position offers a salary of 8,000.

This summary is AI-generated and may contain inaccuracies. Please refer to the full job description below.

Job description

[This job id 26360 first appeared in Job-Q.com on 20 Aug 2026]

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

Venessa Goh Wee Ni

R24124686

Recruit Express Pte Ltd

EA License No: 99C4599

We regret that only shortlisted candidates will be contacted.

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