Application Support Manager

Avensys is a reputed global IT professional services company headquartered in Singapore. Our service spectrum includes enterprise solution consulting, business intelligence, business process automation and managed services. Given our decade of success, we have evolved to become one of the top trusted providers in Singapore and service a client base across banking and financial services, insurance, information technology, healthcare, retail and supply chain.

We are currently looking to hire a Application Support Manager. This is an exciting opportunity to expand your skill set, achieve job satisfaction and work-life balance. More details as below.

ROLES AND REPONSIBILITIES

The Application Support Manager is responsible for overseeing the end-to-end support and maintenance of business applications. This role ensures reliable operations, timely incident resolution, effective problem management, and continuous improvement of support processes. The manager leads a cross-functional support team, drives stakeholder communication, and partners with delivery and development teams to maintain system stability and performance.

1. Operational Management

. Lead and manage day-to-day application support operations, including incident, service request, problem, and change management.

. Monitor service performance against SLAs/OLAs and ensure service continuity and adherence to governance standards.

. Oversee ticket queues, prioritisation, and escalation management to ensure timely resolution.

. Ensure root cause analysis (RCA) is performed for recurring issues and drive long-term fixes.

2. Team Leadership & Capacity Management

. Manage and mentor support analysts, ensuring the team is skilled, motivated, and aligned with service expectations.

. Conduct shift planning, and manage roster to ensure adequate coverage for BAU support.

. Establish onboarding, knowledge transfer, and upskilling plans for new or junior team members.

3. Process & Quality Improvement

. Continuously review and enhance support processes, including incident management workflows, SOPs, and documentation.

. Drive automation opportunities to reduce manual interventions and improve response times.

. Ensure compliance with security, audit, and regulatory requirements.

. Oversee environment health checks and monitoring.

REQUIREMENTS

1. Strong understanding of ITIL processes (Incident, Problem, Change, Release Management).

2. Hands-on experience managing application support teams in complex enterprise environments.

3. Ability to manage high-pressure escalations with calm, structured communication.

4. Excellent analytical and troubleshooting skills across functional, technical, and integration domains.

5. Strong stakeholder management and ability to translate technical issues into business language.

6. Familiar with monitoring tools, ticketing platforms (ServiceNow / JIRA), and automation concepts.

WHAT'S ON OFFER

You will be remunerated with an excellent base salary and entitled to attractive company benefits. Additionally, you will get the opportunity to enjoy a fun and collaborative work environment, alongside a strong career progression.

To submit your application, please apply online or email your UPDATED CV in Microsoft Word format to [Confidential Information]. Your interest will be treated with strict confidentiality.

CONSULTANT DETAILS

Consultant Name: Keerthana Ramakrishnan
Avensys Consulting Pte Ltd
EA License 12C5759

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