A well-established organisation specialising in complex operational and support services, with a strong focus on process excellence, reliability, and continuous improvement. The business has been actively investing in digital transformation, automation, and technology-driven solutions to improve service delivery, enhance operational efficiency, and support future growth. The culture appears to value collaboration, innovation, and capability development, while maintaining high standards of governance and customer service
Overview:
The Application Support & AI Automation Assistant Manager is responsible for supporting business applications and driving support automation through an AI-powered virtual agent. The role ensures smooth day-to-day application support while expanding self-service capabilities through knowledge management and automation.
Key Responsibilities:
Application Support
- Manage support for business applications and ensure issues are resolved within SLAs.
- Act as the L2 escalation point for complex incidents.
- Handle application administration, upgrades, releases, and user access.
- Coordinate remediation of security and VAPT findings.
- Manage vendors, stakeholders, and UAT activities.
- Ensure proper incident, problem, and change management practices.
AI & Support Automation
- Lead the implementation and enhancement of an AI-powered L1 support agent.
- Develop and maintain knowledge articles, FAQs, troubleshooting guides, and decision trees.
- Define escalation paths between the AI agent and support teams.
- Monitor and improve chatbot performance, resolution rates, and user satisfaction.
Continuous Improvement
- Convert recurring L2 resolutions into self-service knowledge for the AI agent.
- Increase ticket deflection and automate common support requests.
- Analyze recurring issues and drive long-term fixes and automation opportunities.
- Track and report support and automation metrics.
Stakeholder Management
- Work closely with business users to improve support services.
- Promote adoption of AI-powered self-service solutions.
- Drive a culture of automation and continuous improvement.
Requirements:
- Degree in IT, Computer Science, or related field.
- 6-10 years of application support or ITSM experience, with leadership experience preferred.
- Experience with support automation, chatbots, virtual agents, or AI solutions.
- Strong knowledge of ITSM platforms and ITIL processes.
- Experience in knowledge management and documentation.
- ITIL Foundation certification required.
- Knowledge of Power Automate, Python, SQL, or similar automation tools is an advantage
Wilson Tay
Direct Line: 6697 7866
EA License No: 91C2918
Personnel Registration Number: R2091205
