This role combines L2 Application Support, IT Service Management and AI-powered automation. You will oversee the stability and performance of business applications while spearheading the development of an AI support agent that can resolve common user issues through intelligent knowledge management and self-service.
If you enjoy solving complex IT problems and are excited about using AI to transform traditional IT support, this is an opportunity to make a tangible impact.
What You'll Do
- Lead the L2 application support function, ensuring business applications remain stable, secure and available within agreed SLAs.
- Troubleshoot and resolve complex application incidents, working with vendors and internal technology teams where required.
- Oversee application administration, access management, configuration, upgrades, patching and UAT activities.
- Coordinate remediation of security and VAPT findings across supported applications.
- Drive ITSM processes covering incident, problem and change management, with regular service performance reporting.
- Lead the development and implementation of an AI-powered L1 support agent / chatbot to automate common user issues.
- Build and manage structured knowledge bases, troubleshooting guides, FAQs and resolution workflows for AI-powered self-service.
- Establish escalation processes between the AI agent and L2 support team.
- Monitor AI support performance, including ticket deflection, first-contact resolution and user satisfaction, and continuously improve the solution.
- Turn recurring L2 issues into structured knowledge that can progressively be automated at L1.
- Identify recurring problems and drive root-cause resolution, process improvement and further automation.
- Work with business stakeholders to understand pain points, improve user experience and drive adoption of self-service tools.
What We're Looking For
- Degree in Information Technology, Computer Science or related disciplines.
- 6-10 years of experience in application support, IT service management or related IT functions, with at least 2 years in a lead/managerial capacity.
- Proven experience in IT support automation, chatbots, virtual agents or AI-powered support solutions.
- Hands-on experience with platforms such as ServiceNow Virtual Agent, Microsoft Copilot Studio or LLM-based solutions.
- Strong knowledge of ITSM / ITIL processes and platforms such as ServiceNow, Jira Service Management or Freshservice.
- Experience developing knowledge bases, runbooks and structured troubleshooting frameworks.
- Knowledge of Power Automate, Python or SQL is a plus.
Why Join
- Lead AI transformation in IT support rather than managing traditional application support alone.
- Own the development of an AI-powered support capability from strategy through implementation and optimisation.
- Combine technical problem-solving with automation, AI and process improvement.
- Work across IT and business teams to deliver measurable improvements in user experience and support efficiency.
- Opportunity to shape a self-service and automation-first IT environment.
MTC Consulting Pte Ltd | EA Lic. No: 15C7752
EA Registration No. R22107887 | GLADYS CHANG SI MIN
